User Support Operations Manager (Product)

ACCURX IS SOLVING HEALTHCARE PRODUCTIVITY FOR THE NHS For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we’re changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care. What started as a way for GPs to text a patient, has now evolved into an all-in-one digital toolkit used by 98% of GP practices and 68% (and growing!) of NHS Trusts. Our platform now powers Total Triage https://www.accurx.com/primary-care to manage patient demand, and Self-Book https://www.accurx.com/booking that lets patients schedule their own appointments in seconds. We’ve automated routine care with Patient Questionnaires https://www.accurx.com/questionnaires for long-term conditions, while Accumail https://www.accurx.com/accumail finally allows staff-to-staff communication to happen instantly across different care settings. We’re now pushing the boundaries of the consultation itself with Accurx Scribe https://www.accurx.com/scribe, our AI-powered note-taker that drafts medical notes in real-time. We’re not just shipping features. We’re giving clinicians their time back and ensuring every patient journey is as smooth as it should be. THAT SOUNDS COOL - WHAT DOES THE USER SUPPORT OPERATIONS MANAGER HAVE TO DO WITH IT? Healthcare teams rely on Accurx every single day; and when we ship new features, they need to land smoothly. As User Support Operations Manager (Product), you are the essential bridge between our frontline support operations and the product teams. As we ramp up our product launches, you'll ensure we keep pace with the roadmap without sacrificing quality, looking across all pods at once, turning reactive support into strategic insight. This is a Manager-level role for a structured project manager who can set the plan, define the timeline, and hold people accountable to a high "definition of done." THE CHALLENGES YOU'LL SOLVE AS A USER SUPPORT OPERATIONS MANAGER - Launch Sign-off: You own launch readiness and success, providing the formal confirmation of "we are ready" or "we are not ready" for every release across User Support. - Operational Excellence: You will build and maintain launch playbooks, setting standard checklists to ensure we remain coordinated as our launch volume increases. - Post-Launch Insight: You will own post-launch reporting and act as a key stakeholder in retrospectives, synthesising what went well and what users struggled with into actionable narratives. - Cross-Functional Coordination: You will act as the point of contact for product teams, using Slack and Linear to manage visibility, track progress, and ensure support has a voice in product decisions. - Data Integrity & Insight: You will define tagging taxonomies in Intercom to ensure we are capturing the right data to turn user friction into actionable narratives for product teams. - People Management: You line manage a team (~2-3 people), owning their performance reviews, career development, and delivery against pod priorities. - Pod Accountability: You will run pod leads syncs, setting weekly priorities, ensuring consistency across all workstreams and flagging capacity risks to leadership. - Maintaining the Frontline Connection: You will spend ~15% of your time online as a senior resource responding directly to users, ensuring you stay grounded in the current product experience. - Extended Support: As part of the User Support team, you will participate in the senior weekend cover rota to ensure our users are supported seven days a week. YOU SHOULD APPLY IF... - You are a Launch Expert: You have a proven track record of coordinating successful product launches in a fast-paced environment. - You deliver Complex Projects: You have strong project management skills and are comfortable managing multiple concurrent timelines and cross-functional stakeholders. - You possess "Owner" Energy: You have an accountable mindset, setting high standards