Digital - Pharmacy Operations Manager

Well Pharmacy is the UK's largest independent pharmacy chain, operating approximately 640 branches and employing more than 6,000 colleagues nationwide. Headquartered in Manchester and part of the Bestway Group, we dispense over 72 million prescription items annually and support more than 2 million patients across the UK.

Our services extend far beyond traditional pharmacy care, including:

• NHS and private prescription dispensing
• Pharmacy First consultations
• Free blood pressure checks for over-40s
• Medication services for more than 360 care homes

As we continue to grow and innovate, we're looking for an experienced Operations Manager to lead one of the UK's largest and most advanced Distance Selling Pharmacies.

Based at our state-of-the-art logistics centre in Stoke-on-Trent, this is an exciting opportunity for a high-calibre operational leader to take ownership of a fast-paced, highly regulated, and rapidly expanding healthcare fulfilment operation.

Processing more than 150,000 prescription items every month, the site supports multiple service streams, including:

• Weight management services
• Online doctor and digital healthcare platforms

This role sits at the intersection of healthcare, technology, and large-scale logistics. It combines the regulatory standards of pharmacy with the pace, complexity, and operational demands of a high-volume distribution environment.

As Operations Manager, you will be responsible for the end-to-end operation, ensuring service, quality, safety, compliance, and customer KPIs are consistently achieved while driving continuous improvement across the site.

You will lead a team of:

• 3 Team Managers
• Approximately 75 Operational Associates

while working closely with senior leaders and cross-functional teams to shape the future of pharmacy fulfilment at scale.

• Lead day-to-day pharmacy fulfilment operations across multiple service streams and shift patterns.
• Ensure receiving, inventory management, picking, packing, and shipping activities are delivered efficiently and on time.
• Manage operational costs, workforce planning, overtime, absence management, and equipment maintenance.
• Maintain a safe, compliant, and high-performing working environment.
• Act as the senior escalation point for operational challenges, identifying solutions before issues impact service.
• Monitor and improve key operational metrics including productivity, order accuracy, cost per order, and carrier performance.
• Build, develop, and mentor leadership teams and operational colleagues.

• Provide operational expertise to support business planning and growth initiatives.
• Collaborate with teams across IT, Projects, Marketing, Automation, and Commercial functions to implement new services and technologies.
• Lead operational readiness planning for peak trading periods and business-critical events.
• Identify opportunities to improve processes through innovation, automation, and continuous improvement initiatives.

• Serve as the operational subject matter expert for pharmacy fulfilment across the wider business.
• Partner closely with the Responsible Pharmacist and senior leadership teams to align operational delivery with clinical, regulatory, and commercial objectives.
• Develop strong relationships with suppliers, automation partners, and technology providers to enhance operational performance.
• Lead, motivate, and develop a large, diverse workforce operating across multiple shifts.
• Manage all people-related activities including recruitment, onboarding, engagement, performance management, and development.
• Create a culture built on accountability, safety, collaboration, inclusion, and operational excellence.
• Support succession planning and…