Patient Operations Lead (Medtech)

Location: London

Company

hirify.global is a health-tech company focused on building long-term care for chronic conditions, specifically weight management through its brand Juniper, and is now part of Hims & Hers.

What you will do

• Own end-to-end UK patient support performance, including response times, resolution, and satisfaction across all channels.
• Lead medical support operations, managing side-effect reporting and clinical escalations in partnership with the clinical team.
• Balance global standardization with local UK market nuances to tailor tone, channels, and policies.
• Translate patient feedback and support data into actionable insights for product, process, and clinical improvements.
• Scale the operation through the implementation of automation and self-serve tools to reduce cost-to-serve.
• Manage capacity planning and maintain a high bar for quality and delivery across support teams.

Requirements

• Proven experience as a support or customer-experience operator with a track record of improving functional performance metrics.
• Experience working in regulated, high-growth, or healthcare/telehealth environments, preferably with a patient-safety focus.
• Strong analytical ability to extract stories from data and turn the patient voice into operational decisions.
• Proficiency in support metrics, capacity planning, and support tooling with a bias toward continuous improvement.
• Commercial mindset focusing on retention and cost-to-serve.
• Ability to act as an accountable owner and maintain high-quality operations under pressure.

Nice to have

• Experience partnering with global support partners.
• Track record of utilizing AI or automation to transform support operations.
• Exposure to continuous-improvement methodologies such as Lean, Six Sigma, or Kaizen.

Culture & Benefits

• Commitment to diversity, inclusion, and equal-opportunity employment.
• Strong culture of work-life balance supported by flexible working hours.
• Competitive remuneration package including government contributions.
• Regular team bonding through office parties and dinners.
• Custom brand merchandise designed by the in-house creative team.