Senior Operations Manager (US and Canada)

About the position Ready to revolutionize healthcare, making it faster and more accessible than ever before How we started: Founded in 2013 by Dwayne DSouza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, weve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today. Where we are now: Weve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields. In 2025, HeliosX treated more than 1.7 million patients globally and reached 781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale. Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition. Where were going: 2026 is a step-change year. Our ambition is to reach 1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, youll help shape HeliosX into a truly world-leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered. Joining HeliosX now means building systems, teams, and products that will define the next decade of digital healthcare, and doing work that genuinely improves lives, at global scale. Theres never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality! The Opportunity 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. 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. 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 .