Senior Operations Manager (US and Canada)

HeliosX•Reston, VA

8h•Hybrid

About The Position

HeliosX employs a team of over 300 clinicians delivering diagnosis, prescribing, and clinical follow-up support to millions of patients across our telemedicine platform. The Clinical Operations team builds, optimises, and scales the systems, processes, and support structures that enable our clinicians to deliver pathways safely and efficiently. As Senior Operations Manager (US & Canada), you'll drive clinical service excellence across the US and Canada markets, managing workforce planning and leveraging performance insights to drive operational efficiency and patient experience improvements. This role partners closely with Medical and Product to implement and improve upon clinical services.

Requirements

You have 5+ years experience in operations or management consultancy, with at least 2 years of managing a small team.
You have experience of telemedicine.
You can show a proven track record managing complex operational functions and achieving performance targets.
You have great problem-solving skills with ability to resolve complex operational challenges under pressure.
You have a deep understanding of operational processes, workflow optimisation, and performance management.
You have experience with capacity planning.
You can demonstrate advance data modelling, analytics and performance reporting skills.
You have strong presentation and influencing skills.

Responsibilities

Deliver robust recurring service performance reporting, identifying root cause of variance to targets for all service KPIs.
Ensure continuous improvement initiatives are properly scoped upfront, with clear definitions of success, and lead the team to deliver these on time, providing regular status updates.
Manage and develop a team who manage the prescribing team and monitor service performance.
Identify issues, develop hypotheses, and execute in-depth analyses to translate data into meaningful insights and make initiative recommendations to Ops / Medical / Product leadership.
Own service delivery, ensuring consistent SLA achievement across all workstreams.
Maintain robust capacity plans and resource models, aligned to latest forecasts, optimising resourcing mix for cost.
Manage and develop a team who manage the prescribing team and monitor service performance.
Work with Data & Analytics to ensure accurate, comprehensive and real-time reporting is set up for the service.
Work with cross-functional peers to solve broader operational incidents and scenario plan recovery timelines.
Work closely with Medical to support them in improving patient safety and customer outcomes, without compromising service efficiency.
Be the Clinical Ops subject matter expert (SME) to the rest of the business, inputting (or guiding the team to input) on cross-functional launches impacting the clinical service.