Delivery Operations Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Activate pathways for clients on Isla: guide the configuration, training, and deployment processes that transition a client from an approved design to an operational pathway.

• Take charge of the transition of newly activated pathways into effective, ongoing support - establishing a streamlined, repeatable process as we grow.

• Serve as the primary contact for hands-on assistance across our active client base - responding swiftly whenever a process requires adjustment, a deployment needs encouragement, or a client requires additional support.

• Conduct and continuously enhance training sessions for clinical and administrative personnel, ensuring that every user feels proficient in utilizing Isla.

• Oversee daily configuration adjustments for live clients, ensuring requests are processed promptly and clients remain satisfied.

• Develop and refine playbooks, checklists, and templates that facilitate exceptional delivery consistently across multiple clients simultaneously.

• Maintain a vigilant, organized focus on delivery status across your entire portfolio - ensuring nothing is overlooked and nothing stalls unnoticed.

• Identify early indicators of client risk or dissatisfaction and escalate them quickly, assisting the broader Delivery team in staying proactive.

• Collaborate closely with Product and Engineering to document, pursue, and resolve configuration issues, bugs, or platform deficiencies.

⛳️ Requirements

• A strong enthusiasm, passion, energy, and a commitment to instigating positive change.

• Outstanding organizational skills - you naturally track numerous moving parts, ensuring nothing falls through the cracks.

• A proactive approach: you prefer to launch something and iterate rather than wait for the ideal plan.

• Comfort with light technical/configuration tasks - you don’t need to be an engineer, but you’re comfortable working with systems, settings, and structured data.

• Experience in an operations, implementation, customer success, product operations, or a delivery-adjacent role - ideally within a dynamic startup or healthtech/SaaS environment.

• Confidence in conducting training or onboarding sessions with non-technical users, including in clinical or healthcare contexts.

• Capability to independently manage several accounts simultaneously, prioritizing effectively without constant oversight.

• Clear and calm communication skills - you can reassure a client during an issue while discreetly resolving the actual problem.

• Preferred (not essential)

• Background in healthcare, NHS, or another regulated/operationally intricate sector.

• Familiarity with product operations or a similar role that integrates process, configuration, and interpersonal interactions.

• Experience with project or delivery tools (e.g., ticketing systems, configuration platforms, training/LMS tools).

🏝️ Benefits

• Work from home or at our dog-friendly office in Moorgate.

• Equity options and 5% pension contributions.

• Flexible working hours up to 2 days per week.

• Opportunity to work abroad for up to 90 days each year.

• Enhanced parental leave and access to the Mintago benefits platform.

• 25 days of annual leave in addition to bank holidays.

• Enjoy your birthday off and another significant day off as well.

• Treat friends or family to a meal each quarter (up to £75).

• Access to our Mintago platform, which provides retail discounts, childcare vouchers, virtual GP services, financial advice, and more!

• A monthly wellbeing bonus (£50 per month for gym memberships/wellbeing activities) or private medical insurance.

• Quarterly social events.

• A learning budget for personal development.

• Contributing to social impact through enhanced patient healthcare.