Operations Manager (Fulfilment)

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How We Started

Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.

Where We Are Now

We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Our 2023 global revenue was $80m, and we’re set to more than double this in 2024 as we look to surpass $200m and positively impact the daily lives of more people than ever before. There’s never been a more exciting time to join HeliosX.

Where We’re Going

Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

The Opportunity

The Operations Manager will oversee day-to-day fulfilment operations at our new Midlands hub to ensure customer promise dates and SLAs are met in line with cost to serve and quality targets across all HeliosX brands in the UK. Serving primarily direct to consumer customers, alongside a growing retail/wholesale customer base, the Operations Manager will collaborate closely with the Clinical team to ensure operations remain compliant and high quality at all times. The opening of our new hub in the Midlands represents the next stage of HeliosX's growth following a strong 2024 which has seen revenue triple across the group. This role will sit on the Operations leadership team for the site and will be essential in building the platform that will take HeliosX to the next level.

This is a full time, permanent role. It will be based on site Monday to Friday at our hub in Royal Leamington Spa.

What You'll Do

Team and Stakeholder Management

• Oversee all day-to-day fulfilment operations at the site to ensure smooth running of operations.
• Line manage Shift Managers, Dispensary Team Leads and Warehouse Coordinators, ensuring all direct reports are accountable for their given targets.
• Develop and implement a data-led performance management framework for all roles on site.
• Promote and drive engagement on the site, including being a key stakeholder in the Employee Voice Committee and overseeing associated engagement budget.
• Collaborate with the external stakeholders across supply chain, clinical and manufacturing functions.
  
  
  

Pharmacy and Fulfilment Operations

• Oversee the efficiency of site operations, and manage both the costs and the SLAs for the site.
• Prepare regular reporting for weekly performance meetings and recommend actions based on analysis.
• Manage Operations cost centre including input into budgeting and re-forecasting processes.
• Oversee and optimise labour plan each week in line with demand and cost to serve targets.
• Undertake labour and capacity planning in line with growth forecasts.
• Ensuring robust performance metrics are in place at the operative level, and that we track productivity on all activities.
• Assist in delivering improvement projects for the site to increase productivity and support the business to scale, covering both processes and technology.
• Manage outbound fulfilment inc. logistics supplier relationship, budget, and carrier performance.
• Manage returns process with clear steps to drive corrective actions in the dispensary/outbound process to reduce returns rate.
• Optimise outbound planning to reduce customer lead time and reduce shipping cost per unit.
• Ensure all necessary operational processes are in place to launch new treatments/products.
  
  
  

Quality and Governance

• Ensure operations remain compliant via Clinical team guidance at all times and support quality improvement projects as required.
• Ensure processes are implemented in line with SOPs and adhered to by the team to ensure quality and compliance of operations.
• Report in line with quality framework, ensuring data is accurately inputted by the team.
• Plan appropriate operational training and ensure this is available and completed by team as required (onboarding and continuous).
• Make sure all necessary operational SOPs are in place, up to date, and signed by relevant team members.
  
  
  

Warehouse Management

• Manage aspects of facilities and site management, ensuring appropriate risk assessments, policies, and processes are in place.
• Take accountability for warehouse security and health and safety, to ensure we provide a safe working environment.
• Oversee replenishment processes to ensure enough stock is available in the dispensary (escalating to Supply Chain when stock is low).
  
  
  

What You'll Bring To HeliosX

• Significant experience managing and leading large fulfilment centre operations.
• Experience working with logistics providers and various service providers and negotiating pricing and contracts.
• eCommerce operations start up / scale up experience, covering fast-moving, high volume goods.
• Previous experience of site budget / cost centre ownership, target setting, and tracking metrics.
• Prior background in identifying and implementing automation within an operational setting to drive outputs and productivity.
• Experience leading operational teams and overseeing flexible labour models in line with demand planning.
• Strong understanding of operational excellence and process improvement.
• Safety Management qualified - IOSH Managing Safely minimum.
• Proficient in Excel/Google Sheets with a high level of data literacy; comfort building reports, analysing data, and using insights to drive site performance and efficiency.
• Experience in pharmacy dispensary processes is advantageous, but not essential.
  
  
  

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription)