Operations Manager - Contact Center, Australia Support

TL;DR

Operations Manager (Contact Center): Own and elevate day-to-day performance of patient support operations in the Philippines with an accent on operational excellence, quality, and scalability. Focus on driving continuous improvement, managing resources, and leading cross-functional collaboration in a high-growth health-tech environment.

Location: Manila, Philippines with hybrid work including 3 days a week onsite in Makati office

Company

hirify.global is a medtech startup focused on long-term obesity care through its Juniper weight-management program, operating across multiple international markets including the UK, Australia, Germany, and Japan.

What you will do

• Own end-to-end service delivery across patient-facing channels ensuring SLAs, quality, and patient satisfaction targets are met
• Identify and resolve operational risks, bottlenecks, and quality gaps proactively
• Build and maintain operating rhythms for reporting, escalations, and governance
• Lead change management and continuous improvement initiatives across workflows and cost management
• Manage capacity planning, resource allocation, and operational costs for scalability
• Lead and empower team leads and supervisors to foster a performance-driven culture
• Collaborate cross-functionally with teams in Australia, UK, Product, and Engineering

Requirements

• Location: Must be based in the Philippines with ability to work onsite in Makati 3 days per week
• 6–10+ years experience in service delivery, operations, or customer/patient support leadership, preferably in healthcare or health-tech
• Proven ability to manage and scale support or operations teams in fast-paced environments
• Strong analytical skills with experience in SLAs, KPIs, forecasting, and workforce planning
• Experience with change management and operational transformation
• Familiarity with ticketing and collaboration tools such as Zendesk and Slack

Culture & Benefits

• Work with leading medical professionals and a diverse international team
• Strong culture of work-life balance supported by flexible working hours
• Competitive remuneration package plus government contributions
• Regular team bonding events including office parties and dinners
• Access to branded merchandise designed by in-house creative team