Job Description

The Senior Associate, Operations supports the stability, compliance, and efficiency of our provider network across global markets. You will drive regular provider supply planning, regulatory & compliance readiness, and overall cost efficiency analysis ensuring we have the right providers, at the right capacity, and at sustainable economics.
You will work closely with clinical, recruitment, legal and commercial teams to support smooth service delivery and ensure every new deal or service goes live successfully and on time.
Capacity & Supply Planning

• Build regular provider supply and demand plans aligned to pipeline forecasts, service launches, and utilisation trends
• Work closely with the Engagement and Recruitment teams on hiring goals and backfill coverage
• Monitor capacity signals across markets and flag early risks with clear mitigation actions
• Review and refine cost assumptions, skill-mix planning, and hiring recommendations to support efficiency across markets

Regulatory & Compliance Readiness

• Support regulatory and compliance operations, including monitoring regulatory requirements and provider credential needs
• Work with Legal and Clinical teams to ensure credentialing and regulatory checks are correctly embedded in workflows
• Support rollout of new SOPs, compliance updates, or regulatory processes to ensure clarity and adoption
• Maintain organised documentation, decision logs, compliance checklists, and operational references for audit readiness

Cost & Efficiency Management

• Maintain overall cost efficiency by analysing cost per session trends, utilisation patterns, and incentive impacts
• Maintain clear operational standards and metric definitions for availability, supply planning, compliance, and cost efficiency

Project Management & Operational Enablement

• Lead project management within the Ops team to keep timelines, dependencies, risks, and requirements on track, especially for new deal launches and operational enablement
• Assist with operational readiness for service expansions, new geographies, and high-priority commercial deployments
• Prepare monthly operational updates summarising progress, risks, trends, and recommended improvements
• Work with dashboards and raw data to uncover patterns, validate assumptions, and guide operational decisions

Cross-Functional Coordination & Process Excellence

• Coordinate cross-functional investigations for availability, compliance, or capacity-related issues and ensure closed-loop resolutions
• Review and refine operational processes to stay aligned with best practices, regulatory changes, and evolving business needs

Please note: This is not a BPO role. It is an in-house operations position within a tech-enabled global provider network.
Requirements

• Experience: 3-6 years in operations, regulatory/compliance ops, marketplace ops, or similar fields in a tech startup

• Regulatory Awareness: Basic understanding of credentialing, or regulatory checks in healthcare or service delivery environments
• Analytical Skills: Able to interpret data, build basic models & dashboards, and extract meaningful efficiency insights
• Technical Proficiency: Strong with Google Sheets; familiarity with compliance tools or data dashboards is a bonus
• Project Management: Experience coordinating cross-functional projects and ensuring successful, timely go-lives
• Organisation & Planning: Strong ability to manage multiple workstreams and maintain clean documentation
• Problem-Solving: Comfortable breaking down operational or compliance issues and recommending practical solutions
• Communication Skills: Clear and structured communicator in both written and verbal formats
• Detail Orientation: High attention to detail in compliance checks, planning inputs, and documentation
• Adaptability: Thrives in dynamic environments and adjusts quickly to evolving operational needs

Benefits
Why You'll Love Working With Us:

• Global company - work in a diverse environment with people from nearly 20 countries
• Generous leave policy - time off to rest and recharge
• Christmas week off - company-wide break during Christmas, separate from annual leave
• Birthday leave - enjoy a day off on your birthday
• Quarterly mental health days - one day off every quarter to focus on your wellbeing
• Flexible work arrangements - work in a way that suits your lifestyle and goals
• Work-life balance - a culture that values personal time and long-term wellness
• Medical coverage - comprehensive insurance for peace of mind
• Performance bonus - high performance is recognised and rewarded
• Development budget - annual allowance to support your professional development
• Mental health support - premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
• Socials and communities - regular non-work events/activities to connect and have fun together

Skills Required