Clinical Operations Director

Abi is a global virtual care platform, providing patients with on-demand, omni‑channel access to healthcare professionals in 40+ countries around the world. Our mission is to make professional healthcare as easy to access as advice from a friend. By radically reducing barriers to professional healthcare access, we contribute to the United Nations Sustainable Development Goal 3 “to ensure healthy lives and promote well‑being for all.” In this role, you will be responsible for ensuring the quality, consistency, and reliability of Abi’s virtual care services across our global network, holding our operations to the highest standards through rigorous monitoring, clinical governance, and continuous improvement.

Objectives

We are seeking a talented professional to join our team as Clinical Operations Director, based in the UK, Ireland, or Spain (hybrid). You will play a crucial role in safeguarding the quality of care delivered through Abi’s platform, ensuring our partners and patients experience a consistently excellent service.

Responsibilities

• Own Abi’s Clinical Governance, including enforcing our Service Level Agreement (SLA) framework across all active markets and client programmes.
• Define, track, and report on quality KPIs and operational metrics for our global healthcare professional network and patient‑facing services.
• Grow and maintain our network of 1,500+ HCPs in 40+ countries, overseeing sourcing, vetting, credentialing, and ongoing performance monitoring.
• Lead the continuous improvement cycle: identify gaps, elevate risks, implement corrective actions, and validate outcomes.
• Serve as the primary quality interface for pharmaceutical, insurance, and enterprise partners, providing structured reporting and Quarterly Business Reviews (QBRs).
• Develop and maintain internal quality standards, clinical governance documentation, and regulatory compliance frameworks across 40+ markets.

Key Tasks

• Own and evolve Abi’s Clinical Governance framework, ensuring policies, processes, and standards are documented, enforced, and kept current across all active markets.
• Monitor day‑to‑day service delivery against agreed SLAs, flagging deviations in real time and coordinating with operations to resolve issues promptly.
• Build and maintain quality dashboards giving leadership and clients clear visibility into response times, resolution rates, patient satisfaction, and HCP performance.
• Conduct regular audits of medical consultations and care interactions to assess quality against clinical and service standards.
• Lead root‑cause analyses on quality incidents and coordinate corrective action plans with product, engineering, and clinical teams.
• Produce monthly and quarterly quality reports for internal stakeholders and external partners, including trend analysis and QBRs.
• Lead the sourcing, vetting, and credentialing strategy for Abi’s global HCP network (1,500+ professionals across 40+ countries), overseeing a dedicated HCP Network Manager who reports directly into this role.
• Define and enforce HCP performance standards, running structured review cycles to identify top performers and manage underperformance to inform network growth planning.
• Maintain and iterate Abi’s Quality Management System (QMS) documentation, ensuring regulatory compliance across all jurisdictions.
• Collaborate with the product team to translate quality and clinical findings into platform improvements.
• Support business development with quality evidence packs and due‑diligence documentation for new client onboarding and contract renewals.
• Represent Abi in client‑facing governance meetings, regulatory reviews, and industry forums.

Your Attributes

• Alignment with Abi’s mission to make health services accessible to everyone, comfortable with the uncertainty that comes with working in the tech startup space.
• Outstanding communication skills in both spoken and written English.
• Strong analytical mindset: turning data into insight and insight into action.
• Reliable, autonomous, and efficient: stakeholders know they can count on your deliverables.
• Enjoy working across cultures and time zones in an international environment.
• Curious by nature and apply that curiosity to process design and service improvement.
• People value your integrity and trust you to be true to your word.
• The startup/scale‑up world appeals to you: you thrive with ambiguity and move fast without sacrificing quality.