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Head of Patient Experience (Testosterone Replacement Therapy)

Hybrid
  • London, Greater London, United Kingdom
Customer Service

Job description

We are looking for a rockstar leader to drive patient experience strategy and operations for our Testosterone Replacement Therapy category. This person would work cross-functionally across product, operations, marketing and other functions to grow the business while scaling a best in class team. This is a senior role with high visibility across the organisation and high impact from day one, both internally and on our patients lives.


RESPONSIBILITIES

  • Strategic vision: Set up the vision for the end to end patient experience, develop unique and differentiated value propositions that set MANUAL apart, delivering exceptional health outcomes and patient experiences

  • Manage a team: Lead a team of 40+ individuals, establish the vision, coach your direct reports to reach their full potential as effective people managers, build comprehensive performance reporting to ensure targets are met

  • Product roadmap: Partner with Product on a roadmap to simplify and enrich the patient journey while enhancing our backend systems for further efficiency

  • Problem solving: Dive into complex operational challenges, strategize and manage projects to improve patient experience

  • Collaborate across functions: Foster a positive culture of putting our patients at the heart of everything we do and advocate for patient experience priorities with other teams (e.g. product, marketing, commercial, CRM)

Job requirements

  • 8+ years of work experience

  • You have strong problem-solving skills and are able to think strategically, laterally and outside the box.

  • You have led high performance teams and are able to coach, train and inspire teams to deliver their best

  • You have a proven track record in a customer experience or customer service role, ideally in a scaleup or the healthcare industry

  • You are a strong collaborator who is able to influence across teams and levels

  • You have a proven ability to be organised and deliver results

  • You won’t be afraid to get stuck in and lead by example


BENEFITS

  • Generous share option scheme

  • Private medical insurance

  • £400 annual learning & development budget with Learnerbly

  • Gym & wellness benefit with Wellhub

  • Remote opportunity / Hybrid role based in Bermondsey 3 days a week with breakfast and lunch once a week

  • Cycle to work scheme

  • Electric car scheme

  • 25 days holidays and generous parental leave & flexible working policies

  • Annual company retreat

  • A fun and friendly working environment with sharp and motivated co-workers

  • Join in the early stages of one of the most promising start-ups in the health & wellness space


ABOUT MANUAL

MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.


MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.


We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.


Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond,


After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.


Websites:

https://www.manual.co/

https://www.joinvoy.com/



EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.


We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.

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