User Support Operations Manager, Accurx
Product
£45-57k
+ £15K Equity
Patient communication for healthcare professionals
Posted today
Patient communication for healthcare professionals
201-500 employees
Posted today
£45-57k
+ £15K Equity
201-500 employees
Company mission
To make patients healthier and healthcare staff happier.
Role
Who you are
- You are a Launch Expert: You have a proven track record of coordinating successful product launches in a fast-paced environment
- You deliver Complex Projects: You have strong project management skills and are comfortable managing multiple concurrent timelines and cross-functional stakeholders
- You possess "Owner" Energy: You have an accountable mindset, setting high standards and holding people to them rather than simply chasing a to-do list
- You are Data Literate: You are comfortable interpreting user data and adoption metrics to ensure we are capturing the right insights for the business
- You are a Collaborative Leader: You have experience managing senior individual contributors and can work constructively across product, engineering, and design
- You have the right background: You're a seasoned User Support Manager or Support Operations lead with a proven track record of managing product releases in a fast-moving SaaS or HealthTech environment, someone who can lead a team of specialists to deliver high-quality help content and tagging taxonomies under tight deadlines
What the job involves
- As User Support Operations Manager (Product), you are the essential bridge between our frontline support operations and the product teams. As we ramp up our product launches, you'll ensure we keep pace with the roadmap without sacrificing quality, looking across all pods at once, turning reactive support into strategic insight
- This is a Manager-level role for a structured project manager who can set the plan, define the timeline, and hold people accountable to a high "definition of done."
- Launch Sign-off: You own launch readiness and success, providing the formal confirmation of "we are ready" or "we are not ready" for every release across User Support
- Operational Excellence: You will build and maintain launch playbooks, setting standard checklists to ensure we remain coordinated as our launch volume increases
- Post-Launch Insight: You will own post-launch reporting and act as a key stakeholder in retrospectives, synthesising what went well and what users struggled with into actionable narratives
- Cross-Functional Coordination: You will act as the point of contact for product teams, using Slack and Linear to manage visibility, track progress, and ensure support has a voice in product decisions
- Data Integrity & Insight: You will define tagging taxonomies in Intercom to ensure we are capturing the right data to turn user friction into actionable narratives for product teams
- People Management: You line manage a team (~2-3 people), owning their performance reviews, career development, and delivery against pod priorities
- Pod Accountability: You will run pod leads syncs, setting weekly priorities, ensuring consistency across all workstreams and flagging capacity risks to leadership
- Maintaining the Frontline Connection: You will spend ~15% of your time online as a senior resource responding directly to users, ensuring you stay grounded in the current product experience
- Extended Support: As part of the User Support team, you will participate in the senior weekend cover rota to ensure our users are supported seven days a week
Salary benchmarks
Our take
Communication between patients and nurses/doctors has typically happened via telephone call or post. This outdated technology is costly and doesn't exactly provide a great experience. Accurx has stepped in to solve this problem with its communication and collaboration platform.
Accurx allows GPs and other healthcare providers to communicate more efficiently with their patients and with each other in order to deliver top-quality care. Its products are now used in over 95% of GP practices, a huge testament to the value of Accurx's platform.
Since raising considerable funding, Accurx has been focused on growing its team and developing its products, including batch messaging between clinics and patients, to help care sites ease the burden of long wait lists and understaffing. Alongside this, the platform recently partnered up with Tandem Health to launch an AI scribe tool for use across the NHS, so GP practices can save valuable time. Together, these developments put Accurx ins a strong position for even more growth and impact across the healthcare sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
56% female employees
30% employee growth in 12 months
Glassdoor (3.6)
Company
Funding (2 rounds)
Sep 2021
$37.2m
SERIES B
Mar 2019
$11.9m
SERIES A
Total funding: $49.1m
Company benefits
- Breakfast & lunch in the office
- Flexible working
- Access to Happl, a flexible benefits provider
- Meaningful share options
- Allocated L&D budget
- Advance Parental Leave policy
- Monthly team socials
Company values
- Fix healthcare communication
- Raise the bar
- Be a driver, not a passenger
- Succeed together
- Move with urgency
- Be relentlessly resourceful
- Embrace challenge
Company HQ
London, UK
Articles
Leadership
Jacob Haddad
(Co-Founder)Began their career in Healthcare Consulting with Newton Europe and Outcomes Based Healthcare.
Diversity, Equity & Inclusion at Accurx
- Each health system is made up of a diverse workforce, serving 100% of the population. We are building for them, not us. We can only transform health systems if we build a diverse team, rich with different backgrounds, opinions and personalities.
- We particularly welcome applications from those who are significantly underrepresented in the technology sector, such as women, trans people, non-binary people, people with disabilities and people from black and underrepresented ethnic communities.
- You can find more information about Diversity, Inclusion and Belonging at Accurx on our Candidate Hub - https://accurx.notion.site/Diversity-Equity-Inclusion-Belonging-DEIB-24cc8751696f4434b4af64efd9de1b1a
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