User Support Operations Manager (HealthTech)

TL;DR

User Support Operations Manager (HealthTech): Acting as the bridge between frontline support and product teams to manage product launches and operational readiness with an accent on launch sign-off, cross-functional coordination, and data-driven insights. Focus on building launch playbooks, managing a small team, and turning user friction into actionable product narratives.

Location: Hybrid (London, Shoreditch) - Must be in the office 3 days a week

Salary: £45,000 – £57,000 + Equity

Company

A healthcare platform connecting clinicians and patients, used by the vast majority of NHS GP practices and Trusts to streamline communication.

What you will do

• Own launch readiness and provide formal sign-off for every product release across User Support.
• Develop and maintain launch playbooks and standard checklists to ensure coordinated releases.
• Synthesize post-launch reporting and user feedback into actionable narratives for product teams.
• Coordinate with product teams using Slack and Linear to manage visibility and track progress.
• Define Intercom tagging taxonomies to accurately capture user friction and data.
• Line manage a team of 2-3 people, overseeing their performance and career development.

Requirements

• Proven track record of coordinating successful product launches in fast-paced environments.
• Strong project management skills with the ability to manage multiple concurrent timelines.
• Experience managing senior individual contributors within a SaaS or HealthTech environment.
• Proficiency in interpreting user data and adoption metrics to drive business insights.
• Must be available to participate in the senior weekend cover rota to ensure 7-day support.

Culture & Benefits

• Office-first culture in a dog-friendly Shoreditch office.
• Free healthy breakfasts, snacks, and lunches provided by an on-site chef.
• £400 flexible benefits budget via Happl for health insurance and wellness.
• Enhanced parental leave, fertility support, and parental loss support.