Director of Operations and Support

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