Why Oviva?
To build a healthier future for all. Our mission is to provide the most accessible and effective care to people with weight-related conditions. By blending behaviour change therapy with our unique technology and an incredible team of passionate employees, we create affordable and accessible app-based healthcare programmes to tackle conditions such as obesity and Type 2 diabetes.
Our proven strategy has made us an award-winning and the largest digital health provider treating diet-related conditions in Europe. We operate within healthcare systems, including the NHS, to provide people with the medical care they need. We are rapidly expanding across Europe, including the UK, Switzerland, Germany, and now Poland. By joining us, you will be part of an organisation that has treated almost 1 million people to date and continues to scale up.
To support our growth, we are seeking a Talent Acquisition Partner to attract and hire the best talent for our UK clinical teams. This is an exciting opportunity for someone looking to join a company making a real difference.
The Role:
The Operations Director (Patient Services) leads Oviva UK's patient contact center and digital service infrastructure, owning the strategic roadmap for a platform-enabled operational model that supports patient growth, service excellence, and milestone-driven delivery.
Reporting into the VP Operations, this is a high-impact leadership role responsible for scaling the systems that underpin over 500,000 annual patient process interactions. It combines operational excellence with commercial awareness and technology enablement. The role's remit spans infrastructure design, CRM optimisation, service automation, and delivery consistency.
In addition to leading day-to-day service operations, the Operations Director (Patient Services) drives system-level thinking to ensure interoperability between platforms (e.g., Salesforce, internal admin tools, communication channels), unlocking efficiencies and future-proofing Oviva's patient support architecture.
They serve as a critical interface between business operations and technology, translating care and commercial objectives into scalable, repeatable, and data-rich service processes. This position is essential to Oviva UK's scale-up journey, enabling the leap from £10m to £30m revenue through operational leverage. This leader exemplifies Oviva's behavioural attributes of Humble (collaborative and inclusive), Smart (strategic and data-driven), and Driven (focused on results and growth).
Key Responsibilities:
Own the strategic vision and execution roadmap for UK patient onboarding and service delivery operations, with clear alignment to Oviva's commercial and clinical priorities.
Lead platform operations across inbound support, live chat, administrative process elements, and Salesforce CRM, ensuring high availability and excellent patient experience.
Design and implement scalable, efficient service operating models that reduce manual effort and improve automation and platform utilisation.
Champion the development of an integrated service ecosystem, ensuring alignment between technology platforms, workflows, and user experience.
Direct complex change initiatives, including platform migration, process optimisation, and operational scalability projects.
Build and lead a high-performing, inclusive operations team focused on innovation, delivery, and talent development.
Oversee financial stewardship for service operations, managing budgets, workforce planning, and cost-to-serve efficiency.
Use data to track, evaluate, and refine system performance, translating metrics into business improvements.
Act as a key contributor in UK-wide and Group operational planning forums, representing the service platform's readiness for patient growth and contract milestone execution.
Embed Oviva's values throughout operations, ensuring a culture of respect, continuous learning, and impact.
What we are looking for you to bring:
Essential :
Senior-level experience in platform operations or contact centre leadership within a high-growth or regulated environment.
Demonstrated ability to own and deliver operational strategies tied to commercial outcomes.
Hands-on leadership of CRM transformation and digital service enablement, particularly in Salesforce ecosystems.
Strong system design thinking with a track record of building interoperable, tech-enabled service frameworks.
Excellent stakeholder management and communication skills, with comfort operating across business and technical teams.
Data-led, outcome-focused decision-making and operational insights.
Desirable :
Experience in digital health, healthcare systems, or regulated customer service operations.
Familiarity with NHS operational frameworks and compliance standards.
Agile, Lean, or project management certifications.
Education & Qualifications :
Bachelor's degree in Business, Healthcare Management, Operations, or a related field (required)
Minimum 10 years of leadership experience in service or operational roles
Salesforce certifications or CRM system transformation experience strongly preferred
What We Offer:
Exciting and rewarding role in the high-growth environment.
Training and development opportunities.
Flexible and remote working that enables you to work in a way that suits you.
A home working allowance to personalise your workspace.
Competitive salary.
Having a culture that people want to work in, is very important to us. We do this by keeping our values at the forefront of everything we do:
We put the patient first, We empower our teams, We make it happen
Oviva is passionate about creating an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. We are a truly inclusive place to work, where everyone can be themselves and everyone is welcome. We welcome and encourage applicants from all backgrounds and identities, including but not limited to race, ethnicity, gender, sexual orientation, age, ability, religion, and socioeconomic status. We actively seek out candidates who bring a unique perspective to help us build a stronger, more inclusive team.
We're Proud to be a Disability Confident Employer
Ready to make a difference? Join us in transforming digital healthcare. Apply today.