Operations Manager

Ready to take ownership of the operational engine behind a growing digital-health platform Our customer is seeking a hands-on Operations Manager to build, run and improve the processes connecting digital products with safe, compliant and high-quality healthcare services.

Based in Abu Dhabi, you will help scale teleconsultations, call-centre operations, doctor scheduling, home phlebotomy, laboratory testing, genetics, pharmacy pickup and related technology integrations. This role will suit a practical doer who enjoys coordinating clinical, technology, provider and operational teams in a fast-moving environment.

Key Responsibilities

• Own day-to-day operations, SLAs, turnaround times, quality and customer experience across assigned digital-health services.
• Build, document and improve workflows connecting the app, doctor portal, CRM, scheduling platforms and field services.
• Coordinate clinical providers, phlebotomists, laboratories, logistics partners, pharmacies and support teams.
• Support teleconsultations, call-centre operations, doctor rotas, bookings, home services, testing and results delivery.
• Manage incidents, escalations and operational issues, using root-cause analysis and corrective actions.
• Support UAT, QA, pilots, service launches, training, SOP adoption and operational handover into business-as-usual.
• Work with product, engineering, programme and project teams to translate operational needs into clear system and backlog requirements.
• Ensure chain-of-custody, quality, data-handling and regulatory controls are followed.
• Provide accurate KPI inputs for dashboards and management reporting and identify opportunities for continuous improvement.

Qualifications

• At least seven years experience in operations, service delivery or process management, ideally within healthcare, diagnostics, digital health or another complex service environment.
• Proven experience building and improving operational processes involving multiple teams, suppliers or service providers.
• Experience coordinating clinical, technology, customer-service and field operations.
• Healthcare experience is preferred, particularly in telemedicine, laboratory testing, COVID-testing operations, home healthcare, pharmacy or clinical logistics.
• Strong understanding of SOPs, process mapping, KPI tracking, SLAs, incident management and root-cause analysis.
• Experience managing vendors, logistics partners, clinical networks or third-party providers.
• Familiarity with UAT, QA, defect tracking, system integrations and operational readiness.
• Comfortable using CRM, ticketing, scheduling and analytics tools, including Excel and/or Power BI.
• Strong stakeholder-management, communication, organisation and problem-solving skills.
• Calm under pressure, highly accountable and comfortable working hands-on.
• Exposure to Lean, Kaizen or other process-improvement methods is advantageous.
• Bachelor's degree in Operations Management, Healthcare Administration, Health Sciences, Nursing, Business, Engineering, Technology or a related discipline.
• Willingness to be based in Abu Dhabi.

Recruitment Process

This is an urgent appointment supporting the expansion of the operational leadership team in Abu Dhabi. At least one hire is expected immediately, with the team potentially growing to two Operations Managers within approximately six months.

Healthcare experience is preferred, although candidates from other complex service environments may be considered if they have built and managed operational processes from the ground up. Suitable candidates will be contacted to discuss the opportunity. The process may include online and face-to-face interviews.

Your Consultant

Michael Deane, Senior Recruitment Consultant specialising in C-Suite, VP and senior-level appointments, as well as technical and business development talent, across healthcare technology in the EMEA region. Michael brings extensive experience across technology, leadership and specialist recruitment.