Head Of Customer Operations

🤔 About the Role:

We are looking for an experienced Head of Customer Operations to lead on all things Customer Operationsand support the optimisation and efficiency of our Customer Support Team which is called the Care Team at Suvera.

This role will be compensated with a base salary of £75,000 - £85,000 depending on experience and other benefits detailed below.

Summary of our benefits: Flexible working, annual leave entitlement of 40 days plus 8 public holidays, budget for learning and wellbeing and remote-first working (UK based)

Working hours: 10am-6pm, 7 hour day with 1 hour paid lunch

Please note that a Disclosure will be requested in the event that you are successful and are offered & accept a role with Suvera. The DBS Code of Practice which governs these checks can be found here.

👋 About Suvera:

Suvera is a digital health start-up on a mission to keep people in good health wherever they are in the world. We partner with general practices in the UK to deliver a virtual clinic that proactively supports the management of patients with long-term conditions. Today, we manage over 100,000 patients and have a robust pipeline to more than 5x that by the end of 2024. We have merely scratched the surface for what we can do for both clinical operations and chronic care pathways.

We have a team of phenomenal advisors, including Professor Bryan Williams who is the chair of Medicine at UCL and the man behind high blood pressure guidelines for the UK. We are a small (c. 80 people) cross-functional team from all backgrounds, and have our own internal Care Team which employs both clinicians and care advisors.

We are backed by Google for Startups and the preeminent, global healthcare and technology venture capital firm Morningside Ventures, led by Dr. Gerald Chan. We have ambitions to become the largest healthcare provider in the world. 

💻 What you'll be doing :

As the leader of our Customer Operations team, you’ll be the backbone of the Care Team at Suvera. You’ll push us to innovate and find new ways to support the Care Team to deliver world class patient care, working with our Customer Success, Platform and many other teams. The core role of Customer Operations is to support the Care Team to be able to do a great job in managing our patients with long term conditions. You will do this by owning 4 core areas of Customer Ops:

Workforce management and service delivery:

• You’ll support our Clinical Director in meeting SLAs for the care team
• Lead on projects to support service delivery and explore tooling or options we need to meet demand
• Drive and measure success: you’ll set key metrics, lead analytics, and drive team strategies based on data insights to help increase efficiency and productivity of care team members
• Support on all things service delivery, to make sure we are meeting the demands of our partners and servicing our patients including access, allocation and managing service delivery

Onboarding, Training and knowledge management:

• Supporting with demand and helping hire and onboard Care team members by optimising our hiring and onboarding processes with our People Experience team.
• Supporting with our knowledge management and continuous learning strategy for the Care Team
• Supporting on training, knowledge management and skills for the Care Team with support from the clinical leads and keeping the Care team updated
  

Care Optimisation:

• Lead all things care operations, including the scaling, growth and strategy of the team
• Support executing large complex projects, you’ll make big changes happen in collaboration with other teams to increase the efficiency of the care team
• Help build quality assurance processes and supporting our Care Compliance team
• Leading on all things optimisation and efficiency for Care Operations
• Leading on tooling for the Care Team

Leadership:

• Provide strong leadership and direction to the Customer Ops team and support building and growing this team to be able to support our care team
• Maintain core KPIs and metrics for the care team as well as owning and leading on Care Ops goals
• The Customer Ops team is currently 2 people and needs to grow. Your goal is to lead a high performing team to meet team deliverables and goals and hire into this team
• Support the development of the Customer Ops team
• Scale the Customer Ops team in line with the Care Team

The responsibilities above are not exhaustive and this person has the ability to shape and develop the role as the company scales. This is a great opportunity for a Care Operations leader to come in and help build the Care Operations team and scale it.

👀 We're looking for someone who:

Must haves:g

• Scaled Care Support, Customer Support or Customer Operations teams before
• Scaled service delivery, scheduling and planning and grown service teams from 50+
• You have experience of working with Workforce Management systems and telephony applications. Particularly being involved in the design, set up and management of such systems.
• You have capability to perform under pressure and time constraints, are highly driven and passionate.
• You have excellent communication skills and stakeholder management.
• Experience in identifying performance trends using data to solve problems and identify opportunities.
• Lead on SLAs, targets and KPI ownership
• Helping building systems and optimising the team
• You have a track record of driving complex projects to deliver exceptional service
• You have an analytical mindset and utilise strong analytical and problem-solving skills to interpret customer data, identify trends, and implement strategies for improvement
• You are process orientated and show the ability to design and optimise processes, ensuring efficient workflows and adherence to quality standards
• You thrive in a fast-paced and dynamic environment, comfortably adapting to changing priorities and handling challenging situations

Nice to haves:

• You have a track record of working in fast-paced and exceptional customer service teams from companies such as Livi, Babylon, Monzo, Starling, Revolut, Apple, Meta, Octopus Energy etc
• Improved processes and driven some serious efficiency and quality gains over the past 5 years or more
• Aware of and can acknowledge your own limitations when delivering care
• Comfortable seeking advice and support from the wider clinical team when necessary

Personal attributes

• Personable, polite and approachable
• Flexible, proactive and willing to learn
• Team player
• Aware and can acknowledge your own limitations when delivering care
• Comfortable seeking advice and support from the wider clinical team when necessary
  

As a Bonus!

• You have previous experience working for a digital healthcare provider

We welcome all applications from a diverse range of backgrounds and experiences.

If you need any adjustments to support you with your application, let us know by emailing peopleteam@suvera.co.uk in advance so we can put the right support in place for you.
There are various ways in which we can adjust your interview or application including, but not limited to, organising phone calls instead of videos, accepting applications in alternative formats, sharing questions or more context in advance of your interview, additional time in the interview and more. Let us know what you need.

🤔 What’s so special about this role

This is an opportunity for a strong Customer Operations leader to join a scaling company and make real impact.

🌎 About our culture:

For Suvera, company culture is not an afterthought - it is a priority. Our diverse team helps us ensure we consider everyone’s experience of accessing healthcare when building our product.

The wellbeing of our team is key, and our policies reflect it. We have up to 40 days annual leave, and encourage and enable flexibility and autonomy over your work. We are non-hierarchical in our ideas, processes and decision-making — if you have an idea, we want to hear it. Always.

The way we work is remote-first. In practice, this means our whole company is set up around not requiring a meeting to make decisions. We have an asynchronous approach to work which encourages documentation and async comms.

🙌 Perks

Team

• A team that is diverse by default, prioritises wellness and inclusion, and is not afraid to tackle meaty challenges together
• Strong clinical leadership and a fantastic support team
• Proactively organised community-building events and meet-ups on and offline
  

Finance

• We match your pension contributions (5% employer : 5% employee contribution)
  Enhanced maternity, adoption, shared parental and paternity pay
• Access to free external financial advice, mental health support and therapy sessions
  We cover all necessary working expenses, e.g. software or equipment
• Annual Education Budget (e.g. CPD qualified courses, etc.)
• Annual Wellbeing Budget (e.g. health insurance, gym membership, etc.)
  

Time

• Up to 40 days holiday a year plus bank holidaysRemote-first culture - work from wherever you like within the UK
• No internal meetings on Friday (unless urgent)