Digital Operations Manager

Pharmacy2U | Certified B Corp; Greater London; Hybrid; GBP 95,000 - 130,000; Full time

Benefits offered by this job

Private healthcare

Cycle to Work

25 days annual leave

Bonus & on-call compensation

Job summary

Pharmacy2U | Certified B Corp is hiring a Digital Operations Manager in London. Hybrid role requiring 2-3 days in the Central London office, with out-of-hours work as needed. You will lead digital operations, partnerships, and continuity planning to support growth and operational resilience.

The successful candidate will manage B2B billing, supplier relationships, and cross-functional projects while maintaining high service standards and patient-focused delivery.

Qualifications

• Experience in digital operations or related field with a track record of improving processes.
• Strong knowledge of B2B billing, risk assessments and business continuity planning.
• Excellent stakeholder management and communication skills.
• Ability to lead cross-functional projects and teams.

Responsibilities

• Build and manage relationships with internal and external stakeholders to ensure alignment and ops excellence.
• Oversee digital operations, driving efficiency, scalability, and continuous improvement.
• Manage B2B billing, reconciliation, and operational reporting for accuracy.
• Lead operational projects, risk assessments, launches and UAT to deliver outcomes.
• Develop business continuity plans for resilience during disruptions and peak periods.
• Oversee partnerships, fulfilment ops, supplier relationships, and service performance.
• Forecast stock and coordinate supply chain to minimise disruption and maximise CX.
• Maintain process docs, standards and compliance; support store/pharmacy ops.

Skills

Digital operations

Project management

Stakeholder management

B2B billing

Operational resilience

Vendor management

Education

Bachelor's degree in a relevant field

Tools

ERP systems

CRM platforms

Job description

Role: Digital Operations Manager

Salary: DOE, plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based in Central London

Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

The Digital Operations Manager is at the centre of our digital success, driving efficient, scalable, and high-performing operations. From launching new services to managing key partnerships and ensuring operational resilience, you'll play a crucial role in delivering business growth and continuous improvement.

Why you'll love working with us

We believe great people deserve great support. That's why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

• Competitive contributory pension
• Occupational sick pay
• Long-service awards and refer-a-friend bonuses
• Professional registration fees covered (GPhC, NMC, CIPD and more)
• Cycle to Work and Green Car schemes (subject to eligibility)

Family-friendly

• Enhanced maternity and paternity pay
• Flexible hybrid working to help balance work and home life

Health & wellbeing

• Private healthcare insurance at discounted rates (Aviva)
• Employee Assistance Programme and in-house mental health support
• Access to discounted gym via benefits platform
• Regular health and wellbeing initiatives

Career growth

• Strong commitment to CPD, training and professional development

Time off & flexibility

• 25 days' annual leave, increasing with service
• Buy and sell holiday scheme

Everyday perks & exclusive discounts

• Employee discount platform
• Exclusive discounts at The Springs, Leeds
• 25% off health & beauty purchases
• 25% off Pharmacy2U Private Online Doctor services

Culture & community

• Regular social events throughout the year

What you'll be doing?

• Build and manage strong relationships with internal and external stakeholders, ensuring alignment and operational excellence
• Oversee digital operations, driving efficiency, scalability, and continuous improvement across business processes
• Manage B2B billing, financial reconciliation, and operational reporting to ensure accuracy and performance
• Lead operational projects, risk assessments, service launches, and User Acceptance Testing (UAT) to deliver successful outcomes
• Develop and maintain business continuity plans, ensuring resilience during operational disruptions and peak trading periods
• Oversee white-label partnerships, fulfilment operations, supplier relationships, and service performance
• Manage forecasting, stock availability, and supply chain collaboration to minimise disruption and optimise customer experience
• Ensure smooth day-to-day operations, maintaining process documentation, operational standards, and compliance requirements
• Support store and pharmacy operations, including service rollouts, opening hours management, vaccination services, and collection propositions
• Drive digital transformation initiatives, including paperless solutions, automation, and process optimisation
• Manage drug pricing, rebates, procurement activity, and supplier negotiations to maximise commercial performance
• Oversee last-mile delivery partnerships, logistics operations, and regulatory compliance, including Windsor Framework requirements
• Collaborate with laboratory, healthcare, and NHS partners to improve service delivery, operational performance, and customer outcomes

Who are we looking for?

• Proven experience in digital operations, project management, or a related field
• Strong knowledge of B2B billing, risk assessments, and business continuity planning
• Excellent stakeholder management skills with the ability to build and maintain strong relationships
• Strong analytical and problem-solving abilities
• Experience in warehouse and fulfilment management is a plus
• Ability to lead and train teams effectively
• Proficiency in relevant digital tools and platforms
• Exceptional communication, organisation, and time-management skills
• Six-sigma or equivalent qualification. (Desirable)
• Experience in a healthcare setting. (Desirable)

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.