Operations Manager (f/m/d)

Operations Manager (f/m/d)

locationLondon, UK
remotePartly remote
PublishedPublished: 27.9.2022
Full time
Mid-senior level

At Thriva, we’re constantly trying new things to understand how we can improve people's lives by putting better health in their hands with tools they can trust, advice they can action, and the support to get them there.

We’re rated as the best preventative healthtech startup on TrustPilot and we’re only just getting started. We’re scaling fast and working hard to offer people the best level of understanding, support, and tracking throughout their health journey. We’re a Series A backed company and have raised c. £10m to-date  with  VCs like Target Global, Guinness Asset Management, and Pembroke VCT.

This role will be responsible for the ongoing operational delivery of a large-scale strategic contract in the COVID-19 space. The scope of the contract focuses on the building and fulfilment of kits to individuals’ homes, as well as consolidating returns sent to specific laboratories. The contract is expected to run until 31 March 2023, but there may be a potential for extension.

We work with a few third parties in the provision of our services and it will be this the Operations Managers' responsibility to manage those suppliers and ensure a seamless service delivering to strict SLAs and KPIs. We require an experienced operations manager, who can work with our partners and identify process improvements along the journey. You may be required to travel to supplier sites from time to time.

In this role, you will report to the Head of Operations, and be working very closely with other team members. We work very collaboratively and cross-functionally, and for the delivery of this contract we expect you to work very closely with Customer Success (who manage this particular customer), Tech, Legal and compliance, as well as potential other functions. 

Specifically, you will be working on:

  • Owning multiple supplier relationships with regards to this specific contract (kit assembly and fulfilment provider, logistics, and consolidation) including ensuring delivery to SLA while building a collaborative environment and delivering on our strategic objectives 
  • Resolving complex operational issues, working with our suppliers and other functions (incl. troubleshooting, mitigation and implementing learnings); closing out incidents quickly with a focus on learnings and improvements; flagging risks (and opportunities) that might impact delivery of the project as required
  • Overseeing day-to-day processes and, importantly, delivering process improvements that streamline activity, are robust, increase quality of output, and improve the programme over time
  • Performing data analysis, reporting and forecasting both internally and for external stakeholders (such as suppliers)
  • Collaborating with and coordinating other functions in the delivery of key initiative for the project
  • Supporting the preparation of materials and presentations for the customer and internally; joining customer meetings as required

About you

You are an experienced operations or project manager. In particular:

  • You have experience in operations (including incident management) and managing 3rd party suppliers, ideally in an industry with physical goods 
  • You have a track record of improving processes; you understand best practice and compliance
  • You have worked cross-functionally in the delivery of projects or contracts
  • You have experience dealing with B2B customers such as larger institutions 
  • You can prioritise rigorously, and are happy to roll up your sleeves
  • You have good commercial acumen and know how to make data-driven decisions
  • You have project management experience
  • You are intellectually curious and want to get to the bottom of issues
  • You communicate well, both written and verbally, know how to tailor your style to different audiences and have experience creating engaging presentations 
  • You know how to use Excel, Word and Powerpoint (or the Google equivalents)

In addition:

  • You love what Thriva do, and believe in our values
  • You enjoy working collaboratively as part of a team to reach a mission together
  • You have a flexible and agile mindset and get energised by different challenges

How we work: We work in a hybrid way and offer flexible working options. Our office in Old street is open for anyone who wants to go in – whether you find the office is the best place to work and want to come in frequently; or you enjoy a change of scenery and are meeting your team weekly or monthly.

We want to help you do your best, be yourself, and ultimately never have that "Sunday fear", here are some of our perks: 

  • Employee option scheme 📈
  • 28 days holiday (plus bank holidays) ✈️  
  • 6-week paid sabbatical on your 4-year Thrivaversary 🌴
  • Wellbeing budget, from a mindfulness app subscription, to childcare, a new hobby or a massage, you choose how you want to spend it 🧘
  • Private healthcare with Bupa 🩺
  • Nursery scheme  🍼
  • Income protection & Life insurance 🏡
  • £600/year professional development budget 🌱
  • Free Thriva tests 💜
  • 2 days paid voluntary / charity / community work🎗
  • Pet friendly office 🐶
  • Climate perks programme 🌍
  • 8 weeks work from anywhere per year 🗺

We embrace diversity at Thriva. To build a product that is loved by everyone we need a team with all kinds of different perspectives, experiences and backgrounds. That's why we're committed to hiring people from different backgrounds, race, religion, national origin, gender identity, sexual orientation, gender identity, age or disability.

We understand that applying for a new job takes a lot of work and we really value your time. We are really looking forward to reading your application!

Years of experience

  • Mid-senior level