Operations Manager - Contact Center, Australia Support

TL;DR

Operations Manager (Contact Center/Medtech): Owning and elevating the day-to-day performance of the Patient Support function with an accent on operational excellence across quality, reliability, patient satisfaction, and cost. Focus on proactively identifying risks, driving continuous improvement, and empowering team leads.

Location: Hybrid in Makati, Philippines, with 3 days a week in the office.

Company

hirify.global is a health-tech company focused on long-term weight management programs, combining medication with personalised care.

What you will do

• Own end-to-end service delivery for patient-facing channels (phone, chat, email), meeting SLAs and patient satisfaction.
• Identify performance risks, bottlenecks, and quality gaps, and execute solutions seamlessly.
• Lead continuous improvement initiatives across workflows, quality frameworks, and cost-to-serve.
• Manage capacity planning, resource allocation, and cost control for efficiency and scalability.
• Lead, coach, and empower team leads and supervisors, fostering a performance-driven culture.
• Act as the operational liaison between AU Patient Support and cross-functional teams, influencing with data-backed insights.

Requirements

• 6–10+ years in service delivery, operations, or customer/patient support leadership, preferably in healthcare or health-tech.
• Proven experience managing and scaling support or operations teams in a fast-paced environment.
• Strong analytical capability, comfortable with metrics, dashboards, and operational data.
• Experience owning SLAs/KPIs, forecasting, workforce planning, and cost management.
• Demonstrated success leading change initiatives and driving operational transformation.
• Experience operating in or supporting regulated, high-bar service markets like Australia or the UK.
• Familiarity with ticketing and collaboration tools like Zendesk and Slack.
• English: B2 required.

Culture & Benefits

• Work with best-in-class medical professionals from around the world.
• Join a diverse team from leading companies like Atlassian, Canva, Google, McKinsey.
• Patient-centric platform providing end-to-end healthcare at scale.
• Strong culture of work-life balance and flexible working hours.
• Competitive remuneration package plus government contributions.
• Regular office parties, team dinners, and branded merchandise.