Pharmacy Customer Operations Lead (AI)

Location: Winnersh, United Kingdom; work-from-home options available

Company

hirify.global UK is a digital health company specialising in cannabis-based medicines and combining technology with clinical care to improve patient access to treatment.

What you will do

• Lead the day-to-day operations of the Pharmacy Support function and manage resource planning and workload allocation.
• Recruit, train, coach and develop a high-performing, patient-focused team.
• Improve end-to-end pharmacy and patient support processes by removing bottlenecks, standardising workflows and increasing efficiency.
• Use automation, AI, digital solutions, patient feedback and operational data to improve accuracy, scalability and patient communication.
• Develop dashboards, KPIs and reporting, and lead continuous improvement and operational governance initiatives.
• Oversee quality audits, complaints and incident investigations, SOPs, policies and regulatory compliance.

Requirements

• Experience leading high-volume customer service or operational support teams.
• Strong leadership, coaching and people-development skills.
• Proven experience managing KPIs, driving operational performance and implementing process improvements.
• Strong analytical, communication and organisational skills with excellent attention to detail.
• Ability to work effectively in a fast-paced environment and collaborate cross-functionally.

Nice to have

• Experience in healthcare, pharmacy or another regulated industry.
• Experience with Zendesk or similar CRM platforms.
• Knowledge of pharmacy operations or prescription management.
• Experience working with technology, product and other cross-functional teams.

Culture & Benefits

• 25 days of holiday, increasing to 27 days after one year and 30 days after three years, plus bank holidays.
• Up to 5% employer pension matching contributions.
• Work-from-home options, private healthcare and a cycle-to-work scheme.
• Enhanced maternity and paternity leave.
• Cross-team collaboration, event representation and support for professional growth.