Head of Customer Operations

About Skin Analytics

Skin Analytics is a pioneering health technology company specializing in AI-driven skin cancer diagnostic pathways through their medical device, DERM. Following a successful £15 million Series B funding round and key regulatory achievements, the company is expanding globally, aiming to revolutionize dermatology and AI usage in healthcare. With DERM already implemented in over 28 NHS organizations and collaborations with major health insurers, Skin Analytics is committed to drastically improving early skin cancer detection and patient outcomes.

Role Overview

The Head of Customer Operations will be responsible for overseeing all operational aspects of delivering Skin Analytics' innovative services from initial implementation through sustained live operation. This includes guaranteeing a high-quality, dependable, and scalable service experience for partners and patients alike. The role involves managing two critical customer-facing teams—Transformation and Client Operations—plus the Office Administrator.

Key Responsibilities

• Lead the end-to-end operational delivery of customer-facing services, ensuring reliability, safety, and scalability from deployment to ongoing support.
• Serve as the principal cross-functional liaison for operations, coordinating with Commercial, Clinical, Regulatory, Product, and Engineering teams to optimize daily workflows.
• Design, enhance, and implement processes, playbooks, and tools that promote consistent, efficient team functioning and improve customer satisfaction as the company scales.
• Establish key performance metrics and reporting systems to provide leadership with clear operational visibility without unnecessary escalations.
• Direct, mentor, and nurture the Transformation and Client Operations teams and their managers, fostering accountability and supporting growth as the teams expand.
• Promote adoption of technology and AI-driven automation within teams to streamline workflows and reduce friction.
• Ensure compliance with data protection, clinical governance, and regulatory standards in collaboration with dedicated compliance teams.
• Identify potential operational risks and implement mitigating strategies; handle incident responses thoroughly and calmly when issues arise.
• Oversee administrative functions, including management of the Office Administrator and external IT vendor, to maintain smooth workplace operations.

Required Experience and Skills

• Proven leadership in managing complex, multi-team customer operations environments at scale.
• Outstanding stakeholder management skills, with the ability to communicate confidently and clearly at senior levels and build trust with external partners.
• Exceptional process optimization aptitude, focused on creating scalable, repeatable, and lean operational workflows.
• Experienced in incident and crisis management, maintaining calm, methodical, and effective control under pressure.
• Strong experience in managerial responsibilities including direct reports and through team leads.
• Data-driven mindset, skilled at defining and tracking meaningful metrics to preempt operational challenges.
• Proactive ownership style, taking initiative to resolve ambiguous issues without waiting for instruction.
• Background in health technology, healthcare, or closely related regulated industries.

Preferred Qualifications

• Hands-on expertise in integrating AI and automation within operational teams.
• Solid understanding of data protection laws and clinical governance frameworks.
• Experience with change management, especially in complex B2B or B2B2C environments.

Benefits

• Competitive salary.
• Employee share options plan providing company ownership to all staff.
• Private healthcare coverage.
• Company pension scheme including salary sacrifice options.
• 25 days annual leave plus an additional 5-day company shutdown in August and bank holidays.
• Enhanced parental leave policies inclusive of adoption and fostering scenarios.
• Workplace nursery savings scheme.
• Bike to work program.
• Budget allocated for training and professional development.
• Regular one-on-one check-ins and monthly development meetings.
• Engaging social events fostering team culture.

Company Values and Culture

• Commitment to building a strong foundational team.
• Emphasis on continuous learning and growth.
• Leadership demonstrated through initiative and example.
• Resilience and toughness in facing challenges.

Diversity and Inclusion

Skin Analytics is dedicated to fostering an inclusive workplace that represents diverse backgrounds, perspectives, and skills. Reasonable accommodations during the hiring process are welcomed to ensure equitable opportunities for all candidates.

AI in Hiring

The company utilizes AI tools during recruitment for summarization and screening, with all decisions reviewed and finalized by human recruiters. AI complements but does not replace human judgment in the hiring process.