Operations Team Lead (Medtech)

TL;DR

Operations Team Lead (Medtech): Leading the Australian Medical Support team to optimize patient experience and operational efficiency with an accent on clinical standards and scalable workflows. Focus on managing distributed teams, leveraging AI for patient outcomes, and driving data-driven process improvements.

Location: Must be based in Sydney, Australia

Company

A digital healthcare company providing personalized care and weight-management programs across multiple global markets.

What you will do

• Lead and develop the Sydney-based Medical Support team, ensuring high clinical standards.
• Design and implement scalable workflows, playbooks, and training for consistent support across geographies.
• Utilize analytics to forecast demand, track performance, and identify root causes to drive improvements.
• Serve as the senior escalation point for complex patient enquiries for both local and offshore teams.
• Collaborate cross-functionally with clinical, operations, and product teams to identify risks and optimize processes.

Requirements

• Proven background in customer support, service operations, or patient experience at scale.
• Experience leading large, distributed, or offshore teams.
• Strong data-driven approach to improving service performance through insights and experimentation.
• Excellent communication skills for stakeholders at all organizational levels.
• Must be based in Sydney, Australia.

Nice to have

• Experience in telehealth environments and GLP-1 treatments.
• Familiarity with offshore or distributed team operations.

Culture & Benefits

• Competitive remuneration package with government contributions.
• Flexible working hours and a strong culture of work-life balance.
• Comprehensive support including parental and miscarriage leave, health benefits, and professional development days.
• Office perks such as free barista coffee, wellness talks, and quarterly rooftop parties.
• Global growth opportunities with mentorship from international leaders.