Synchronous Operations Manager, Boots Online Doctor

Location:

Islington, London (Hybrid)

Contract:

Permanent

We’re looking for an Operations Manager to support the synchronous (live consultation) business at Boots Digital Health. You’ll work to ensure the day-to-day business operation runs smoothly, as well as driving projects and improvements in collaboration with a number of teams.

• Operations Management and Reporting
  • Support with reporting of and actions to mitigate risk within the operation.
  • Lead the development and delivery of operational KPIs and performance reporting, using trend analysis to identify risks, opportunities, and areas for optimisation.
  • In collaboration with the wider team you will develop, implement, and maintain standard operating procedures (SOPs) to ensure consistent ways of working and to drive best practice.
  • Own the efficient running of the synchronous clinics including supporting rota and shift pattern optimisation.
  • Be an ambassador for data‑led decision making, using and building out our analytics insight to inform better operational planning and decisions.
  • Manage the operations assistants assigned to synchronous services. Leading by example to set the right behaviours and the bar for operational excellence.
• Continuous Improvement & Project Management
  • Identify, scope and lead on initiatives to improve the operations of internal and patient-facing processes, tools and ways of working to drive scalability and efficiency.
  • Own the operations workstream for multiple new projects, to translate the needs and requirements of the operations teams. Acting as a conduit, you will pull on wider ops expertise as required to ensure projects are scoped, built and embedded successfully.
  • Collaborate with several teams across Boots Digital Health, and wider Boots to ensure cross‑functional alignment including but not limited to clinical, commercial, BCSP (home delivery hub), product, tech, central operations.
  • Champion a culture of process discipline, accountability, and service excellence.
• Vendor Management
  • Work with third parties such as payment, delivery and identity providers to ensure we are working in partnership to unlock maximum value for Boots Digital Health and resolving any day‑to‑day issues.

• The ability to operate effectively in high‑growth environments — comfortable navigating ambiguity, prioritising at pace, and leading through periods of change or peak demand.
• Proven experience in an operational leadership role within healthcare (ideally digital health), with practice management experience or similar.
• 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.
• Resilience and adaptability, with the ability to remain calm and effective in pressured environments while supporting and enabling team success.

• Experience working within a healthcare or other regulated industry ideally within the tech sector.
• Experience in supply and demand planning, including forecasting, stock optimisation, or inventory management within a multi‑channel or distributed environment.
• Exposure to working cross‑functionally with commercial, product, or marketing teams to align operational capability with growth initiatives.
• Experience leading or contributing to process improvement initiatives, including scaling operations in a growing business.
• Familiarity with operational performance frameworks or continuous improvement methodologies (e.g. Lean, Six Sigma, or similar).

• Pension membership (PRSA)
• Partial paid maternity leave
• Discretionary annual bonus
• Generous employee discounts
• Flexible benefits scheme

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.