Director of Operations and Support

Description We are HIRING a Director of Operations and Support to lead our European operations, drive logistical excellence, and ensure seamless experiences for partners and patients while scaling our global impact. Helfy is a technology-driven group building the next generation of digital healthcare infrastructure. At the core of the group is DoktorABC, a leading telehealth marketplace operating across multiple international markets. DoktorABC functions as an end-to-end telehealth marketplace, connecting: Patients seeking fast, convenient access to care Licensed doctors providing online consultations and prescriptions Pharmacies fulfilling prescriptions and OTC products Medication & OTC products, including regulated treatments Delivery partners ensuring fast, reliable home delivery The platform seamlessly combines medical consultation, prescription handling, pharmacy fulfillment, and last-mile delivery into a single digital experience. Operating in regulated environments, DoktorABC enables millions of patients to receive treatment without queues, friction, or unnecessary in-person visits. Responsibilities Lead the operations team across the company’s sites Ensure efficient onboarding and support of doctors and pharmacy partners across Europe Oversee pharmaceutical logistics, including inventory management, deliveries, issue resolution, and vendor communication Manage operational readiness and coordination for external collaborations (e.g., Uber) Work closely with Customer Support to monitor feedback and proactively resolve service-related issues Identify and improve processes to ensure seamless end-to-end experiences for patients Collaborate with product managers and developers to build tools, dashboards, and workflows Analyze the root causes of issues, including returned products, stock shortages, and delays Drive initiatives to improve partner satisfaction and operational KPIs Requirements 8 years of experience in Operations and Support roles within a global B2C company 5 years of experience managing global operations teams Proven track record in managing operations Strong background in working with multiple stakeholders and cross-functional teams Solid understanding of logistics processes and partner management Experience in implementing automations in customer support processes Hands-on experience with chatbots, including daily operations, analysis, and process improvement