Head of Operations

Purpose of the Role

To lead and optimise the operational delivery of GP Automate across its expanding national footprint. The Head of Operations will ensure smooth implementation of automation products, scalable processes, and exceptional customer experience while driving continuous improvement through data and technology.

Current Team

Senior Data and Research Analyst, Data Analyst, Customer Success Manager, Technical Support Analyst, Customer Launch Program Manager

Key Objectives (First 90 Days)

• Develop a deep understanding of GP Automate’s products, clinical and operational workflows.
• Map existing operations, identify inefficiencies, and implement measurable process improvements.
• Manage the Customer Success team and act as oversight for customer engagement, collaborating effectively with Sales to ensure a smooth process.
• Strengthen customer onboarding and support pathways to ensure a seamless experience.
• Collaborate with the product and tech teams to embed AI-driven insights into operational reporting.
• Establish key operational metrics and dashboards for performance visibility.
• Build strong relationships with GP practices, ICB partners, and internal teams.

Core Responsibilities

• Oversee daily operations across product support, implementation, customer success, and data operations.
• Translate strategic goals into operational plans and measurable outcomes.
• Drive operational excellence by identifying and eliminating bottlenecks through automation.
• Manage cross-functional collaboration between technical, clinical, and commercial teams.
• Ensure compliance with MHRA, NHS Digital, and data governance standards.
• Lead continuous improvement initiatives to enhance product reliability and client satisfaction.
• Mentor, coach, and develop operations team members whilst fostering a culture of innovation and accountability.

Requirements

Skills and Experience

• Proven leadership in operations within a tech or health-tech organisation.
• Experience scaling systems, teams, and processes in a fast-growing startup or SME.
• Data-driven mindset—comfortable using analytics and dashboards to guide decisions.
• Strong communication and stakeholder management skills (internal and external).
• Background in healthcare, health tech, or regulated software preferred.
• Familiarity with Lean, Six Sigma, or similar process improvement methodologies is advantageous.

Leadership Attributes

• Hands-on and collaborative, leads by example and builds team confidence.
• Systems thinker, sees the big picture while optimising the details.
• Innovative and adaptable, thrives in a dynamic, fast-paced environment.
• Empathetic communicator, able to bridge clinical, technical, and business perspectives.