The Opportunity

We are looking for a Senior Operations Manager to own the performance, efficiency, and scalability of our US clinical service. This is a high-impact, cross-functional role sitting at the intersection of clinical excellence, workforce strategy, and operational execution.

You will serve as the operational engine behind our clinician workforce; driving performance insights, workforce planning, and service readiness across a multi-state, multi-licensure provider network. You will partner closely with senior US stakeholders, including Medical Director and VP Commercial, to drive service excellence and ensure services are ready to support new product launches.

This role is ideal for a data-driven operator with deep experience in virtual care environments who can balance strategic thinking with hands-on execution, and is passionate about delivering outstanding patient and clinician experiences at scale.

What you'll do

• Own and monitor the core clinical performance framework, including prescribing and patient support SLAs, clinician productivity, prescription outcome metrics, dispatch rate, cost to serve, and CSAT attributed to provider care.
• Build and maintain operational dashboards to surface trends, identify gaps, and drive corrective action with the Medical Director.
• Develop and present regular performance reports and data-driven recommendations to senior leadership.
• Support US Medical team to fulfil compliance and audit requirements.
• Lead workforce planning for a diverse clinician workforce, balancing state-level licensing requirements, cost optimisation, and patient demand coverage.
• Develop and manage a multi-state clinical licensing strategy to ensure comprehensive national coverage.
• Utilise demand forecasts to drive real-time and long-term staffing decisions, optimising scheduling utilisation and workload distribution across states and license types.
• Partner with the Talent Team to ensure the pipeline supports capacity needs as the business scales.
• Partner with the VP of Commercial US and Medical Director to prepare the clinical service for new product and market launches; translating commercial objectives into operational requirements and ensuring the service is ready to scale.
• Lead clinical operations workstreams for new initiatives, from scoping through to implementation, including cross-functional coordination with Pharmacy & CS Operations.
• Supervise a small team (Clinical Team Lead / Coordinator) to oversee clinician engagement, billing, and licensing operations.
• Provide coaching, development, and clear performance expectations for your direct reports, fostering a culture of accountability, continuous improvement, and high standards.
• Work in close partnership with the Medical Director and PC Owners to manage clinician performance, address quality or compliance issues, and maximise the patient experience.
• Support providers to be productive by ensuring excellent onboarding processes, role clarity and tooling.
• Continuously identify and implement process improvements that increase operational efficiency, clinician experience, and patient outcomes.
• Build business cases for Product-led solutions to streamline clinician workflows and improve patient experience.
• Build scalable processes, playbooks, and frameworks that support the business as it grows.

What you'll bring to HeliosX

• 5+ years in healthcare operations, strategy & ops, or management consulting, must include experience with virtual care or telemedicine.
• Proven experience managing a multi-state, multi-licensure clinician workforce, including familiarity with state licensing and credentialing complexity.
• Strong analytical skills, autonomous in building complex data models and using data visualisation tools. Ability to query databases independently (e.g. SQL) is a plus.
• Experience with workforce planning and demand forecasting, including translating volume and capacity data into staffing decisions.
• Experience managing operational budgets, including cost to serve analysis, variance reporting, and translating operational levers into financial impact.
• Proven programme management skills; able to own complex, cross-functional initiatives from scoping through to delivery.
• Excellent communication skills, with experience presenting to senior stakeholders.
• Experience managing and developing direct reports.
• Bachelor's degree required; Master's or MBA preferred.

Who you are

• Equally comfortable building data models and presenting findings to stakeholders.
• Financially literate; you understand how operational decisions translate into cost.
• A clear communicator who can translate clinical complexity into business language and vice versa.
• A collaborative leader who builds strong relationships across clinical, commercial, and technical teams.
• Patient-first and clinician-aware.
• Comfortable with ambiguity and energised by building in a fast-moving environment.

We are currently only able to hire from the following states:

• Florida
• Georgia
• Idaho
• Maryland
• Nevada
• North Carolina
• Pennsylvania
• South Carolina
• Tennessee
• Texas
• Washington
• Massachusetts
• California
• New Jersey

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• 12 days of Paid Time Off (not including 6 days paid holiday)
• Paid sick time off and floating holidays
• Private Medical Insurance with United Healthcare
• Dental and Vision Care coverage with Guardian
• Enhanced parental leave
• Employer retirement contribution of 3% match through Guideline 401(k)
• Headspace subscription, with an option to add up to 5 friends or family
• Equipment needed for your role, ie. laptop and headset
• Access free HeliosX products and enjoy family discounts

#LI-Hybrid #LI-Senior #LI-DNI