Operations Manager

Operations Manager

Location: London, United Kingdom (Hybrid)

Employment Type: Full-Time

Department: Operations

Compensation: £45,000 + Equity

About Zenrox

Zenrox Healthcare UK is an AI-powered healthcare marketplace that connects healthcare providers with trusted medical equipment suppliers. Through our platform, we enable efficient procurement, improved supplier performance, and enhanced service delivery across the UK healthcare ecosystem.

Our operations function is central to ensuring seamless transactions, high-quality supplier engagement, and a consistently excellent user experience across the ZenroxIQ platform.

The Opportunity

We are seeking a highly structured and process-driven Operations Manager to design, build, and optimise the operational backbone of our marketplace.

In this role, you will be responsible for creating scalable workflows that support supplier onboarding, order fulfilment, issue resolution, and quality assurance. You will play a critical role in ensuring operational excellence as Zenrox expands across the UK healthcare sector.

Key Responsibilities

Operational Design & Workflow Management

• Design and implement end-to-end operational workflows for the marketplace

• Build scalable processes covering supplier onboarding, order management, and service delivery

• Continuously refine operational systems to improve efficiency and performance

Supplier & Order Management

• Manage supplier onboarding from verification through to activation

• Oversee the full order lifecycle including quote aggregation, supplier coordination, order tracking, and payment processes

• Ensure smooth execution of transactions between healthcare providers and suppliers

Performance Management & Quality Assurance

• Define and enforce SLAs for suppliers and internal operational teams

• Monitor key marketplace health metrics including response times, fulfilment rates, and customer satisfaction scores

• Implement quality assurance frameworks to maintain high service standards

Issue Resolution & Escalation

• Act as the primary escalation point for operational challenges and service disruptions

• Develop structured issue resolution workflows to ensure rapid and effective problem-solving

• Coordinate cross-functional teams to resolve complex operational issues

Process Improvement & Scaling

• Identify operational bottlenecks and implement continuous improvement initiatives

• Develop SOPs, operational playbooks, and training materials to support scale

• Drive automation and efficiency improvements across operational workflows

Cross-Functional Collaboration

• Work closely with Sales, Customer Success, Engineering, and Compliance teams

• Ensure alignment between operational processes and broader business objectives

• Support the rollout of new features and marketplace capabilities

Systems & Tools Management

• Manage operational tools including CRM systems, order management platforms, and communication tools

• Ensure effective use of technology to streamline workflows and reporting

Requirements

• Minimum of 4+ years' experience in Operations Management or a related role

• Experience in marketplace, e-commerce, or B2B platform operations

• Strong expertise in process design, workflow optimisation, and operational scaling

• Data-driven mindset with strong analytical and decision-making skills

• Excellent project management and stakeholder coordination abilities

• Strong communication skills across internal teams, suppliers, and customers

• Proven ability to build and implement processes from scratch

• Calm and structured approach to managing high-pressure operational issues

Preferred / Advantageous Experience

• Experience in marketplace operations (e.g., Amazon, eBay, or B2B platforms)

• Background in healthcare supply chain, procurement, or medical distribution

• Experience in SaaS operations or vendor management environments

• Familiarity with Lean, Six Sigma, or process improvement methodologies

• Experience working in early-stage or high-growth startup environments

• Knowledge of workflow automation tools and systems

Why Join Zenrox

• Foundational operations role with equity participation and long-term growth potential

• Opportunity to design and own operational systems from the ground up

• Work with cutting-edge AI-driven healthcare procurement technology

• Direct impact on marketplace efficiency, supplier performance, and customer satisfaction

• Clear pathway to building and leading the operations team as the company scales

How to Apply

Interested candidates should submit their CV along with a brief description of an operational challenge they have successfully solved via:

Subject Line: Operations Manager Application