Head of Non-Clinical Operations, Boots Digital Health in London

Closing Date: Friday 27th March

Location: Islington, London

Contract: Permanent / Hybrid

Recruitment Partner: Frankie McCallister-Lyas

Overview

We are looking for a Head of Non‐Clinical Operations to scale and run the Boots Digital Health business. You will work to ensure the day to day runs smoothly as well as driving your team to deliver projects and improvements in collaboration with the wider business.

About The Role

In this role, you will work closely with the operations teams at Boots Digital Health and the wider Boots business to develop and maintain an efficient operation whilst ensuring new growth initiatives are delivered successfully.

Key Responsibilities Of The Role Include:

• Lead the development and delivery of operational KPIs and performance reporting, using trend analysis to identify risks, opportunities, and areas for optimisation.
• Lead on Risk, Quality, Incident and Complaints for the Operations function, working closely with the Compliance Manager to ensure robust reporting, unlock insight and action learnings.
• Set the standard for operating documentation, detailing all our processes to ensure standardised best practice across teams.
• Partner with the home delivery hub operations lead to ensure we deliver an excellent quality of service to our patients.
• Oversee the Operations Managers working across the asynchronous and synchronous parts of our business to drive new projects and improve efficiencies.
• Be an ambassador for data‐led decision making, championing the use of analytics insight to inform better operational planning and decisions.
• Manage the operational relationships with our external partners to ensure they deliver service excellence.
• Leadership of the patient support operations and ADHD and Mental Health Operations team.
• Collaborate with clinical, product, tech and commercial to evolve and enhance the value proposition (services, features etc) to our patients.
• Deputise for the Operations Director as required.

What Experience You'll Need To Have:

• Proven experience in an operational leadership role within a healthcare, digital health, e‐commerce, or fast‐paced tech‐led environment.
• A strong ability to operate effectively in high‐growth and evolving environments — comfortable navigating ambiguity, prioritising at pace, and leading through periods of change or peak demand.
• A data‐led mindset, with advanced Excel and analytical capability. You are confident working with large data sets, translating performance metrics into meaningful insights, and using these to inform decision‐making and drive operational improvements.
• Strong organisational and delivery skills, with the ability to manage multiple priorities simultaneously while maintaining a high level of accuracy and attention to detail.
• A proactive and solutions‐focused approach — you take ownership, follow through on commitments, and continuously look for opportunities to improve processes and outcomes.
• Excellent stakeholder management and communication skills. You collaborate effectively across teams and levels, influencing where needed and conveying complex information in a clear and concise way.
• Significant leadership experience, coaching and mentoring a team to build a high performing team.

It'll Be Great If You Also Have:

• Experience working within a healthcare or other regulated industry ideally within the tech sector.
• Expertise in resource planning.
• Experience within a contact centre environment.
• Experience scaling operations in a hyper growing business.
• Familiarity with operational and change frameworks / methodologies (e.g. Lean, Six Sigma, Agile).

Rewards Designed For You:

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only).

Equal Opportunity Statement:

At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.