Head of Customer Operations

Overview

In this role you will own the end-to-end delivery of Skin Analytics’ customer operations, from implementation to live service, ensuring safe, reliable, and scalable care for partners and patients. You will coordinate across Commercial, Clinical, Regulatory, Product, and Engineering to smooth day-to-day operations and escalate major issues when needed. You’ll shape processes, tooling and metrics to improve value, quality and satisfaction as the company scales internationally. A focus on data protection, governance, and incident response underpins decision‑making in a regulated health tech setting.

Pay / Benefits

• Competitive salary
• Share options
• Private healthcare
• Company pension incl. salary sacrifice
• 25 days annual leave + 5 days shutdown
• Enhanced parental leave including adoption & foster care

Responsibilities

• Own end-to-end operational performance of customer delivery from implementation to live operation
• Act as cross-functional lead for Operations, aligning with Commercial, Clinical, Regulatory, Product and Engineering; senior escalation point for major partners
• Build and refine processes, playbooks and tooling for scalable, consistent operation
• Define metrics and reporting cadences for leadership visibility
• Lead and develop Transformation and Client Operations teams through managers
• Champion digital and AI adoption within teams, pursuing automation opportunities
• Maintain practices aligned with data protection, clinical governance and regulatory obligations with DPO and Regulatory teams
• Identify and mitigate operational risks; own response and retrospective when incidents occur
• Oversee Office Administrator and external IT vendor to ensure smooth facilities and operations

Key requirements

• Excellent stakeholder management at senior levels
• Experience running multi-team customer operations at scale
• Exceptional process and systems thinking
• Track record in incident and crisis management
• Strong line management experience
• Data-driven with measurable impact mindset
• Bias for action and ownership
• Background in health tech, healthcare or regulated industry

• Strategic thinking
• Calm under pressure
• Cross-functional collaboration
• Data protection knowledge
• Clinical governance understanding
• Change management in complex B2B/B2B2C environments

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