Lead Operator in London

MissionNeko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.

Role Purpose: You’re the person the clinic floor is built around. Not because of your title — because of how you show up. Operators look to you when the pace picks up, when something goes wrong, and when a new team member needs to understand what good looks like. You hold the standard without making it feel like pressure. As Lead Operator at Neko, you’ll own the day-to-day performance of the operator team and the overall quality of scanning operations and member experience. You’ll be the primary interface between HQ and the clinic floor — translating priorities into consistent, high-quality delivery while remaining hands-on as a scanning operator yourself.

Clinic: Park Modern

Hours: Full-time

Application Deadline: Friday 5th June

What You'll Do:

• Lead, coach, and develop the Operator team through structured 1:1s, real-time feedback, and consistent embedding of Neko values.
• Own daily operator workflow, room readiness, and shift scheduling — ensuring the clinic runs efficiently at all times.
• Act as the operational escalation point on the floor, triaging issues calmly and decisively.
• Monitor operator KPIs — scan quality, SOP adherence, efficiency, and hospitality scores — and drive continuous improvement.
• Support Talent Acquisition with operator recruitment, interviews, and trial shift coordination.
• Lead on-floor training and competency checks in partnership with the Onboarding and Training Team.
• Remain hands-on as a scanning operator, role-modelling the standards expected of the team.
• Partner with Facilities, Tech, and Governance on safety, maintenance, and audit readiness.

What We're Hiring For: You don’t just manage your own composure under pressure — you set the tone for everyone else’s. When something breaks down, the team looks to you. Not because you have all the answers, but because your steadiness gives them permission to stay focused. The clinic runs smoothly when you’re in it because you make sure it does. You’re the person others naturally lean on — and you take that responsibility seriously. You notice when someone is struggling before they say anything. You give feedback that lands. You’ve made colleagues better at their jobs, and you can point to specific moments where that happened. You build the team, not just hold it together. The warmth you bring to members extends to how you lead the team. People feel it in how you check in, how you give feedback, how you make someone feel on a hard shift. You leave members feeling seen — and you create an environment where every Operator does the same.

Requirements

Must Have: You have previous people leadership or operational management experience. You must have both your Lead Operator and Clinic Lead’s approval to apply.

Strong Signal:

• Colleagues, not just managers, have described you as the person they rely on.
• You’ve taken ownership of developing a colleague without being asked to.
• You can describe a specific moment where your presence changed the outcome for the team, not just for a member.
• You’ve held a difficult performance conversation and made it constructive.

About titles at Neko: We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market‑facing role titles. Scope, impact and level of the role are fully aligned and will be clearly discussed throughout the process.

Hiring Process: Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team.

Equal Opportunity & Inclusion Statement: Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.