Clinical Operations Director Full Time

Abi is a global virtual care platform, providing patients with on-demand, omni-channel access to healthcare professionals in 40+ countries around the world. Our mission is to make professional healthcare as easy to access as advice from a friend.By radically reducing barriers to professional healthcare access, we contribute to the United Nations Sustainable Development Goal 3 “to ensure healthy lives and promote well-being for all.”In this role, you will be responsible for ensuring the quality, consistency, and reliability of Abi’s virtual care services across our global network, holding our operations to the highest standards through rigorous monitoring, clinical governance, and continuous improvement.ObjectivesWe are seeking a talented professional to join our team as Clinical Operations Director, based in the UK, Ireland, or Spain (hybrid). You will play a crucial role in safeguarding the quality of care delivered through Abi’s platform, ensuring our partners and patients experience a consistently excellent service.You will:Clinical Governance: Own Abi’s Clinical Governance, including enforcing our Service Level Agreement (SLA) framework across all active markets and client programmesQuality Monitoring: Define, track, and report on quality KPIs and operational metrics for our global healthcare professional network and patient-facing servicesHCP Network: Grow and maintain our network of 1,500+ HCPs in 40+ countries, overseeing sourcing, vetting, credentialing, and ongoing performance monitoringContinuous Improvement: Lead the continuous improvement cycle: identify gaps, escalate risks, implement corrective actions, and validate outcomesPartner Reporting: Serve as the primary quality interface for pharmaceutical, insurance, and enterprise partners, providing structured reporting and Quarterly Business Reviews (QBRs)Regulatory & Compliance: Develop and maintain internal quality standards, clinical governance documentation, and regulatory compliance frameworks across 40+ marketsTasksOwn and evolve Abi’s Clinical Governance framework, ensuring policies, processes, and standards are documented, enforced, and kept current across all active marketsMonitor day-to-day service delivery against agreed SLAs, flagging deviations in real time and coordinating with operations to resolve issues promptlyBuild and maintain quality dashboards giving leadership and clients clear visibility into response times, resolution rates, patient satisfaction, and HCP performanceConduct regular audits of medical consultations and care interactions to assess quality against clinical and service standardsLead root-cause analyses on quality incidents and coordinate corrective action plans with product, engineering, and clinical teamsProduce monthly and quarterly quality reports for internal stakeholders and external partners, including trend analysis and Quarterly Business Reviews (QBRs)Lead the sourcing, vetting, and credentialing strategy for Abi’s global HCP network (1,500+ professionals across 40+ countries), overseeing a dedicated HCP Network Manager who reports directly into this roleDefine and enforce HCP performance standards, running structured review cycles to identify top performers, manage underperformance, and inform network growth planningMaintain and iterate Abi’s Quality Management System (QMS) documentation, ensuring regulatory compliance across all jurisdictionsCollaborate with the product team to translate quality and clinical findings into platform improvementsSupport business development with quality evidence packs and due-diligence documentation for new client onboarding and contract renewalsRepresent Abi in client-facing governance meetings, regulatory reviews, and industry forumsRequirementsYour attributesAlignment with Abi’s mission to make health services accessible to everyone, and comfortable with the uncertainty that comes with working in the tech startup spaceOutstanding communication skills in both spoken and written EnglishStrong analytical mindset: you turn data into insight and insight into actionReliable, autonomous, and efficient: your stakeholders know they can count on your deliverablesEnjoy working across cultures and time zones in an international environmentCurious by nature and apply that curiosity to process design and service improvementPeople value your integrity and trust you to be true to your wordThe startup/scale-up world appeals to you: you thrive with ambiguity and move fast without sacrificing qualityYour Skills & Experience5+ years of experience in healthcare quality assurance, clinical operations, or service excellence roles, ideally in a digital health or telehealth environmentDemonstrated track record of designing and managing SLA governance frameworks in multi-country or multi-partner settingsExperience producing executive-level quality reports and presenting to senior internal and external stakeholdersSolid understanding of healthcare regulatory environments across at least one of: EU, UK, or LATAM marketsHands-on experience with quality management tools, CRM platforms, or BI dashboards (e.g. Tableau, Looker, or similar)Background in medicine, nursing, pharmacy, public health, or a related clinical or biomedical discipline is requiredFamiliar with Google Workspace and comfortable working in a cloud-first, async environmentExcellent written and verbal communication skills across technical and non-technical audiencesStrong attention to detail and ability to manage multiple reporting cycles simultaneouslyBenefitsSalary range: €65,000 – €85,000 gross annual (or GBP equivalent), depending on location and experienceWork equipment from day one (laptop, screen and peripherals)Flexibility to manage your own timeCo-working allowance if you are not working from your home baseQuarterly team on-site in Barcelona or DublinPrivate health insuranceTravel insuranceUrban Sports fitness membership wherever it is availableTraining and development resources whenever necessaryA streaming service of your choice (Netflix, HBO, or Disney+ account)What ElseYou will work in a dynamic, international environment with colleagues, clients, and partners from around the worldYou will have the opportunity to develop your skills and your career quickly and to establish yourself in a fast-growing company with global ambitionsYou will be able to offer your friends and family free access to the Abi medical micro-consultation service, and use it yourselfWe encourage applications from those with traditionally marginalised gender, racial, caste, linguistic, ethnic, religious, class, or sexual identitiesWe look forward to learning more about you!