Director, International Patient Operations (Digital Healthcare)

Location: UK - HQ - London

Company

hirify.global is a digital healthcare company building long-term care programs across multiple international markets, including Juniper, a weight-management service combining GLP-1 medication, personalised nutrition, movement support, and clinician-led care.

What you will do

• Lead patient operations across eight brand-markets, the Manila hub, workforce planning, AI-enabled support, and partner operations.
• Improve resolution, response times, quality, AI containment, 24-hour care, and visibility of clinical escalation risk.
• Use patient insights, complaints, escalations, contact drivers, and unresolved reasons to influence Product, Clinical, Growth, automation, and market operations.
• Balance service quality, clinical risk, growth, capacity, cost to serve, partner economics, and commercial contribution.
• Shape global capacity, channel, integration, and market operating models while developing market leads and successors.
• Create reporting and decision-making rhythms for GMs and senior leaders.

Requirements

• Senior operations leadership experience in a complex, high-volume, regulated, or consequence-heavy environment.
• Experience leading a patient-facing or customer-facing operation at meaningful scale, ideally around 200+ people or 150+ people with a partner network.
• Experience operating across multiple markets, countries, languages, or regulatory regimes.
• Experience with offshore, captive, or BPO capacity, including SLAs, rate cards, ramps, QBRs, partner performance, and site economics.
• Ability to use operational data and judgement to make trade-offs between service levels, cost, growth, risk, and patient or customer outcomes.
• Strong written communication and the ability to influence senior leaders with clear recommendations.

Nice to have

• Experience scaling multi-market service operations or launching a market, site, hub, or support function.
• Experience integrating acquired teams, brands, or operating models.
• Experience moving high-volume support operations to AI or automation while protecting quality and safety.
• Experience with captive-versus-vendor decisions, revenue or retention lines, and developing successors.

Culture & Benefits

• Opportunity to work across healthcare, commercial operations, automation, clinical risk, and international growth.
• Scope covering multiple brands, markets, operating models, and partner operations.
• Inclusive environment welcoming different backgrounds, experiences, and perspectives.
• Reasonable interview adjustments are available on request.
• AI-assisted tools support business and recruitment processes, while hiring decisions are made by people.