Job Opportunities API

Your goal is to build and lead a world-class patient experience team, ensuring our patients get seamless, high-quality support throughout their journey. You’ll be responsible for managing a team of agents, developing processes, and driving performance—making sure we’re delivering the best possible care while also operating efficiently. This is a rare opportunity to take ownership of a growing team and shape how we support patients at MANUAL. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer. You’re someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service. What you’ll do: Managing a team of Patient Experience Specialists, setting clear expectations and driving performance Coaching and developing your team, ensuring every agent has the support and guidance to succeed Building a strong team culture that motivates and empowers agents to provide the best experience Identifying trends in patient contacts, feedback, and complaints—then leading initiatives to improve our processes Working closely with cross-functional teams (Product, Operations, Medical) to remove roadblocks and make it easier for patients to get the help they need Using data to track performance, set ambitious targets, and drive continuous improvement How you operate: Think big - you're inspired by frighteningly ambitious solutions to big patient problems and your team’s problems , you approach them from first principles and you have the determination to clear hurdles to get there. Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand patient problems and develop long lasting, efficient solutions. Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients and your team You have experience managing a customer support team in a fast-paced environment, ideally within healthtech, or a similar industry You’re passionate about coaching and developing people—you love seeing your team succeed You’re highly organised and comfortable balancing multiple priorities You’re comfortable using data to track performance and make informed decisions You have a “roll up your sleeves” attitude—if something needs fixing, you’re happy to get stuck in You’re excited about what we’re building at MANUAL and want to help shape the future of patient experience You can work from our London HQ London Bridge 3 days per week BENEFITS Share option scheme Private medical insurance £400 annual learning & development budget with Learnerbly Gym & wellness benefit with Wellhub Hybrid role based in London Bridge 3 days a week with lunch once a week Cycle to work scheme Electric car scheme 25 days holidays and generous parental leave & flexible working policies Annual company retreat A fun and friendly working environment with sharp and motivated co-workers Join in the early stages of one of the most promising start-ups in the health & wellness space ABOUT MANUAL MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss. MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof a