We are looking for a Head of Non‑Clinical Operations to scale and run the Boots Digital Health business. You will work to ensure the day‑to‑day runs smoothly as well as driving your team to deliver projects and improvements in collaboration with the wider business.
Key Responsibilities
* Lead the development and delivery of operational KPIs and performance reporting, using trend analysis to identify risks, opportunities and areas for optimisation.
* Lead on Risk, Quality, Incident and Complaints for the Operations function, working closely with the Compliance Manager to ensure robust reporting, unlock insight and action learnings.
* Set the standard for operating documentation, detailing all processes to ensure standardised best practice across teams.
* Partner with the home delivery hub operations lead to ensure we deliver an excellent quality of service to our patients.
* Oversee the Operations Managers working across the asynchronous and synchronous parts of our business to drive new projects and improve efficiencies.
* Be an ambassador for data‑led decision making, championing the use of analytics insight to inform better operational planning and decisions.
* Manage the operational relationships with our external partners to ensure they deliver service excellence.
* Leadership of the patient support operations and ADHD and Mental Health Operations team.
* Collaborate with clinical, product, tech and commercial to evolve and enhance the value proposition (services, features etc) to our patients.
* Deputise for the Operations Director as required.
Required Qualifications
* Proven experience in an operational leadership role within a healthcare, digital health, e‑commerce or fast‑paced tech‑led environment.
* Strong ability to operate effectively in high‑growth and evolving environments – comfortable navigating ambiguity, prioritising at pace, and leading through periods of change or peak demand.
* A data‑led mindset, with advanced Excel and analytical capability. Confident working with large data sets, translating performance metrics into meaningful insights and using these to inform decision‑making and drive operational improvements.
* Strong organisational and delivery skills, with the ability to manage multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail.
* A proactive and solutions‑focused approach – you take ownership, follow through on commitments and continuously look for opportunities to improve processes and outcomes.
* Excellent stakeholder management and communication skills. Collaborate effectively across teams and levels, influencing where needed and conveying complex information in a clear and concise way.
* Significant leadership experience, coaching and mentoring a team to build a high‑performing team.
Desired (Nice to have)
* Experience working within a healthcare or other regulated industry, ideally within the tech sector.
* Expertise in resource planning.
* Experience within a contact centre environment.
* Experience scaling operations in a hyper‑growing business.
* Familiarity with operational and change frameworks/methodologies (e.g. Lean, Six Sigma, Agile).
Benefits
* Boots Retirement Savings Plan
* Discretionary annual bonus
* Generous employee discounts
* Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
* Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
* Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
At Boots, we are proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we are committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
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