Paloma Health - Head of Operations
Requirements
• 7+ years of operational leadership experience in fast-paced, high-headcount, complex service environments (whether in healthcare or other large-scale service operations). • 5+ years of experience overseeing tiered teams and managing managers. • Advanced experience overseeing complex workforce capacity and scheduling models for a large, varied workforce, where supply and demand can fluctuate rapidly. • A track record of "productising" operations—taking a growing service and building the robust structures, blueprints, SOPs, and documentation needed to support 100+ staff members. • Demonstrable experience of a commercial mindset and prior accountability for operational financial targets, managing budget trade-offs, and optimising utilisation. • A proven ability to balance high-level strategy with a "lead from the front" mentality, diving into the details to solve problems on the ground. • Proven experience in being data-driven with decisions and prioritisation, and comfortable providing detailed updates to wider stakeholders at all levels of the business. • Experience leading a large team through periods of rapid organisational change, e.g. a fast-paced startup/scaleup environment where roles and processes evolve quickly. • Experience acting as a key operations partner to internal Product teams to help scope and adopt workflow changes and automation. • Experience managing a mixed team of clinical and non-clinical staff. • Experience acting as a CQC Registered Manager. • Experience in Data Protection and Data Protection Officer responsibilities
Responsibilities
• Integrated Operational Leadership & Team Scaling • Provide strategic direction and leadership to the managers of Delivery, Scheduling & Capacity, and Governance. • Build a high-performing culture focused on continuous learning, retention, and development, mentoring direct reports into Paloma’s next generation of senior leaders. • Oversee team growth and hiring strategy within the Operations function, partnering with Talent to recruit, onboard, and retain high-quality team members • Represent the Operations function at a senior level, working cross-functionally with relevant function leads. • Partner with our Business Intelligence Team to build relationships, data models, and dashboards that enable you to identify operational red flags and address them before they impact service delivery. • Capacity Planning & Commercial Performance • Define the strategic "math" of the service, working with the Marketing Team and Scheduling & Capacity Manager to build and maintain dynamic demand forecasts that directly inform headcount planning, recruitment priorities, and scheduling requirements to hit NHS targets while protecting staff well-being. • Drive commercial performance and operational throughput by holding teams accountable for hitting revenue targets, achieving gross margin goals, maximising utilisation, and eliminating pathway bottlenecks as the service scales. • Product & Process Optimisation • Partner closely with Product as a key operational stakeholder to scope, co-design, and drive adoption for internal platform changes, automation, and AI workflows. • Ensure rigorous Standard Operating Procedures (SOPs) and documentation exist across the function to establish a "Single Source of Truth" (SSoT) and prevent quality risks as headcount increases. • Drive continuous operational process optimisation together with the relevant teams. • Quality, CQC Governance & Risk Management • Act as CQC Registered Manager, holding accountability for service CQC compliance and quality assurance. • Ensure safeguarding and risk management protocols are deeply embedded into every team member’s workflows, maintaining high-quality audit readiness. • Oversee operational escalation protocols across the function and business continuity planning • Maintain and oversee robust policies and associated processes.
Benefits
• You will be part of a mission-driven organisation that’s transforming access to autism and ADHD care in England. For all employees, we offer: • A strong and positive culture that prioritises team building, transparency, and career development. This includes protected time and budget for team connection and learning. • Comprehensive compensation, including: • Salary of £95,000 per year, with some flexibility based on experience. • Annual salary reviews, ensuring they are competitive • 5% employer pension contribution • Equity compensation through Share Options in Paloma Health • Optional Private Medical Insurance and Employee Assistance Programme • Professional Registration Fees Allowance for clinicians • A unique annual leave benefits package which includes: • 37 days of annual leave. This is 28 standard days, plus eight bank holidays, plus your birthday off. • Option to buy an additional 5 days per year (giving a maximum of 42 days) • Where required, 2 days per year of special leave, for events that can happen in life, whether personal or family-related • Additional benefits include: • A premium performance company laptop • NHS discounts, including the Blue Light Card (as we are an NHS provider). • Equality & Diversity
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