Founding Product Ops Associate

The world’s best healthcare, for free. It's not a new idea, it's called the NHS. But the largest healthcare provider is fundamentally broken. Patient satisfaction is at an all time low, and the biggest reason cited is lack of access. So we’re on a mission to fix it with technology that actually works.

We're building the front door of UK healthcare, creating a future where one billion NHS appointments are transparent and instantly bookable, and patients are guided to the right service first time using AI.

We're developing critical national infrastructure. Today, 26% of GP practices in England use our patient registration software, while one in five GP practices in London use Bookable Search to help new patients find and book appointments seamlessly.

Our latest product, Bookable Navigator, extends this vision by automatically booking appointments for existing patients.

We operate from within a working GP practice in East London 🏥 We're backed by Y Combinator, Innovate UK and the NHS Clinical Entrepreneur Programme, and were previously ranked the 8th fastest-growing startup in the UK and 33rd fastest-growing in Europe 🚀

Exciting challenges lie ahead. Guided by our principles, we’ll meet these challenges with a thoughtful and caring approach. These principles drive everything we do at Healthtech-1:

1. 💙 Care deeply

2. 🏋️‍♀️ Work hard

3. 🤝 Be your word

4. 💬 Trust in radical truth and transparency

5.  🚀 Do your life's best work

6. 🥳 Find the fun

Read more about our principles and our "why" in the Healthtech-1 Handbook.

This is not a traditional Customer Success role. You’ll sit at the centre of product adoption, customer growth, and operational execution and owning the most critical stage of the customer journey and helping turn early traction into long-term success.

If you thrive in fast-paced environments, enjoy solving problems, and want to play a key role in scaling a HealthTech startup, we’d love to hear from you.

Salary: Starting at £45,000 + equity
Office Location: - Stratford (E.London) - 4 days onsite & 1 WFH

Customer Onboarding & Adoption

• Own onboarding for new customers from initial activation through to successful adoption

• Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs

• Drive early engagement and ensure customers are actively using the platform

• Demonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomes

• Act as the primary point of contact during the early customer lifecycle

• Tailor onboarding approaches based on customer needs while balancing efficiency and personalisation

   

Product Launch & Growth

• Drive the successful rollout and scaling of new flagship products

• Drive upsell opportunities across existing customers and contribute to wider growth targets

• Identify and manage early adopter customers to ensure strong activation and retention

• Troubleshoot customer issues in real-time to create a smooth and successful launch experience

   

Product Operations & Process Building

• Build and refine onboarding, support, and operational processes from scratch

• Use AI tools and automation to improve onboarding, tracking, and internal workflows

• Create scalable playbooks and documentation for future product rollouts

• Track customer usage, feature adoption, and rollout performance

   

Customer Insights & Cross-Functional Collaboration

• Gather structured and unstructured customer feedback

• Translate customer insights into actionable product and operational improvements

• Work closely with Product, Engineering, Sales, and Account Management teams to improve customer experience and drive adoption

• Identify recurring issues, feature gaps, and opportunities for optimisation

   

• Upsell target delivered on time, with strong activation among early adopters

• A clear, repeatable onboarding playbook that did not exist before you joined

• Product and engineering trust you as the voice of the customer

• Retention and usage metrics are being tracked and showing early positive signals

By Month 1: Get up to speed, start onboarding

• Understand the product, the customer base, and where the biggest opportunities are

• Map existing customers by upsell readiness and product fit

• Shadow customer calls and get hands-on with all internal tools

• Kick off first upsell conversations and launch initial onboardings

• Identify and implement 3 quick wins to improve the onboarding experience

   

By Month 2: Full upsell sprint - scale outreach and drive activation

• Refine the upsell pitch based on what is working; cut what is not

• Scale outreach using AI tooling to automate follow-ups and personalise at volume

• Run structured feedback sessions and write first batch of product improvement tickets

   

By Month 3: Target hit - now build for what's next

• Hit the target and make sure customers are using the product to its full potential

• Audit the full customer journey and formalise onboarding and support processes

• Set up dashboards and tracking for adoption, usage, and churn signals

• Design a post-onboarding check-in cadence to maintain engagement

• Deliver a retrospective: what worked, what did not, and what comes next

   

👋 About You

• 1+ years experience in a customer-facing, operational, commercial, or startup environment

• Excellent communication skills with confidence running calls and building rapport quickly

• Commercially minded with the ability to connect product usage to customer value and outcomes

• Highly organised and comfortable managing multiple customers and priorities simultaneously

• Energised by fast-paced environments and excited by solving problems

• Proactive, adaptable, and willing to operate as a generalist where needed

• Interested in AI, operational efficiency, and helping build scalable systems

• Ambitious and motivated to grow quickly within Customer Success, Operations, or Growth

• Passionate about improving healthcare through technology

💙 We’re all NHS staff. We’re inside-outsiders. Trusted with one of the biggest datasets in the world.

🏥 Our office is within a GP practice. This is our unfair advantage. Got a question? Pop down the corridor. Want to learn how your work affects real patients? Pop downstairs to reception.

💪🏼 4 days in the office and 1 day WFH (for most roles). We highly prioritise in-person communication and prefer candidates who want to work 4+ days a week in the office. Our anchor days are Mon, T