Head of Customer Operations

Want to join a team of passionate people who want to build a future where no one dies from skin cancer?

👋 About us

Skin Analytics is an award-winning, health tech company that deploys world-leading skin cancer pathways using AI as a medical device, DERM.

Following our recent £15M series B funding, regulatory milestones hit, and doubling from 50 to 100 headcount in 2025, we're ready to scale further internationally, making history for AI in healthcare and the future of dermatology.

We're proud to epitomise AI for good - with a Class III CE mark, DERM is the only AI as a medical device approved to make clinical decisions autonomously in the cancer space, as well as being the first company to receive a NICE recommendation for use across the NHS.*

DERM is deployed at more than 28 NHS organisations where we enable patients to gain significantly quicker access to skin cancer diagnosis. If that's not enough, we also collaborate with some of the largest health insurers to reach patients in their own homes.

We are a team of passionate people on a mission to build a future where no one dies from skin cancer.

Overview
You'll own the operational delivery of our transformational services from implementation through to ongoing live operations, ensuring our partners and patients receive a consistently excellent experience. You'll also be the person the business trusts to contain and resolve operational noise like incidents, service disruptions, partner escalations, logistics failures - calmly and methodically.

At the core of the role are two customer-facing teams:

• Transformation (7 headcount with two intermediary senior roles) owns the change management journey to implement our AI technology into NHS and international and insurance partners. This spans pre-sale governance, through to pathway design, training and go-live as well as working on discrete post launch projects as agreed with Commercial.

• Client Operations (5 headcount, including one Team Lead) covers support for NHS and international clinical users as well as the full patient-facing layer of our B2B2C model: support, data requests, hardware management, and the logistics of mailing diagnostic kits to patients, making it the team our patients interact with most directly.

• You'll also manage a single Office Administrator who keeps the business running day-to-day, though this sits outside the core customer operations remit.
  

The right person for this role will be process-obsessed in the best sense: someone who is passionate about solving inefficiency, reaches for data and systems, and knows where AI and automation can remove friction from the customer journey and internal processes. You'll need enough grounding in data protection and clinical governance to make sound operational decisions in a regulated environment, and the judgement to know when to escalate.

Responsibilities

• Own the end-to-end operational performance of Skin Analytics' customer delivery function, ensuring partners and patients receive a safe, reliable and scalable service from implementation through live operation.

• Act as the main cross functional point of contact for the Operations function, agreeing ways of working with Commercial, Clinical, Regulatory, Product and Engineering teams to ensure smooth day to day working. Also act as the senior Operational escalation point for major partners.

• Build and refine the processes, playbooks and tooling that enable each team to operate consistently as we scale, while continually improving customer time-to-value, service quality and partner satisfaction.

• Define the metrics and reporting cadences that give leadership visibility without constant escalation.

• Lead, coach and develop the Transformation and COT teams through their managers and directly, setting clear expectations and holding teams to them while providing the support they need as we scale.

• Champion digital and AI adoption within your teams, identifying opportunities to automate or augment work and building the capability to do so.

• Maintain operational practices consistent with our data protection, clinical governance and regulatory obligations, in partnership with our DPO, Clinical and Regulatory teams.

• Identify and mitigate operational risks before they become incidents; when they do, own the response and retrospective.

• Oversee the Office Administrator and our external IT vendor, ensuring the workplace and facilities run smoothly without requiring senior attention.
  

Required Experience

• Excellent stakeholder management: credible at senior level internally and trusted by external partners, clear and direct in communication.

• Proven experience running multi-team customer operations at scale - you’ve managed complex functions, not just coordinated them.

• Exceptional process and systems thinking - you build repeatable, scalable ways of working for client supporting teams and have low tolerance for avoidable inefficiency.

• A track record of incident and crisis management: calm under pressure, methodical in response, and effective at containing operational issues without escalating them unnecessarily.

• Strong line management experience, including managing through team leads and developing operational managers.

• Data-driven: you measure what matters, spot problems in the numbers before they surface elsewhere, and prioritise accordingly.

• A bias for action and ownership - you don’t wait to be asked, and you don’t leave ambiguous problems to someone else.

• Background in health tech, healthcare or an adjacent regulated industry

Nice to have

• Hands-on experience embedding AI or automation into operational workflows - either personally or by leading teams to do so.

• A strong understanding of data protection obligations and clinical governance requirements.

• Change management expertise, particularly in complex B2B or B2B2C environments.

Benefits

💰 Competitive salary

📈 Share options package - all our employees have ownership in the company

🏥 Private healthcare

💸 Company pension incl. salary sacrifice options

🌴 25 days annual leave + 5 day company shutdown in August + bank holidays

👪 Enhanced parental leave - includes adoption & foster

🐣 Yellownest Salary Sacrifice Nursery Scheme - save with workplace nursery scheme

🚲 Bike to work scheme

💻 Training budget

🤝 Weekly catch-ups, monthly meetings to talk about you, your ambitions and work on your development

🎊 Lots of fun social activities!

Our Values

🌱 Building a Strong Foundation

🎓 Always Learning

🏅 Lead from the Front

💪 Tough and Resilient

The Real Stuff

Skin Analytics embraces and is committed to diversity and equal opportunities. We are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If you need any adjustments during our hiring process, you can indicate that at the next step.

AI usage in our hiring process
If you submit an application to us, you will consent to AI playing a role in your hiring process. No hiring decision is ever made by an algorithm alone. Every AI-generated summary, screening result, or note is reviewed, verified, and, if necessary, corrected by a member of our recruitment team. Humans make the final call on who moves forward and who receives an offer.

You can find more information about how we use AI in our hiring process here.

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