Operations Lead h&b&me

Location: Hybrid (2 days in London office, occasional travelling to our Nuneaton Hub or other H&B locations)

Reporting to: H&B&Me Commercial Director

This is a Fixed Term Contract for 12 months (maternity cover).

About the Role

Are you passionate about health and wellness and eager to lead operations in a dynamic, customer-focused environment? We're looking for an Operations Lead to oversee the day-to-day running of H&B&Me, our innovative health and wellness platform. You'll play a pivotal role in delivering exceptional customer experiences, managing service providers, and scaling new tests and services for B2C and B2B users. This is an exciting opportunity to make a tangible impact while working in a fast-paced, collaborative team.

Key Responsibilities

1. Lead customer care operations, ensuring quick resolutions and high satisfaction.
2. Oversee testing services and partner with labs to ensure smooth delivery and compliance.
3. Develop and optimize customer support tools, FAQs, and training materials to enhance customer experience.
4. Collaborate cross-functionally with teams (Science, Legal, Marketing, etc.) to ensure seamless execution of services.
5. Manage the rollout of new services and support B2B customer pathways, logistics, and training.
6. Drive continuous improvement in operational efficiency, SLAs, and service delivery.
7. Lead and develop a high-performing team, including managing the Senior Operations Manager.

About You

1. Solid experience in operations within health tech, customer care, or service delivery.
2. Strong understanding of regulatory requirements and processes (SOPs, SLAs, etc.).
3. Proven ability to manage multiple third-party providers and deliver digital projects at pace.
4. A natural problem solver who thrives in dynamic, fast-changing environments.
5. Passionate about health and wellness and driven to deliver a fantastic customer experience.
6. Data-savvy, with the confidence to use insights for decision-making and improvement.

What We Offer

1. A key role in shaping the future of health and wellness services.
2. A flexible, collaborative working environment (with hybrid working options).
3. Opportunities for growth in a rapidly expanding, innovative business.
4. A chance to make a real impact and create something customers love.

Our Benefits for this role include, but not limited to:

1. H&B Employee Discount - 25%
2. Pension company contribution
3. 33 Days Holiday per year (Inclusive of bank holidays)
4. Private Medical Care
5. Exclusive benefits, free advice and savings from a range of retailers and providers
6. Electric Car Scheme

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.

If you're a motivated leader ready to take on this exciting challenge, apply now and join our team!