Head of Operations

3 weeks ago

Perth, Western Australia Hola Full time

At Hola Health we are on a mission to transform the healthcare sector by providing accessible healthcare solutions ranging from on-demand telehealth consultations with AHPRA accredited doctors, to same-day medicine and pharmaceutical product delivery all around Australia.

To support us in accelerating our impact in healthcare for all Australians, we are opening a Head of Operations role responsible for driving operational excellence across our entire business ecosystem, including customer support, pharmacy operations, medical services, and internal operations.

Job Description:

The Head of Operations is a strategic leader responsible for overseeing and optimizing all operational aspects of Hola Health's business. This includes managing our customer support teams, pharmacy network operations, telehealth service delivery, and internal operational functions. The role requires a strategic mindset to align multiple business units while ensuring seamless integration and exceptional service delivery across all touchpoints.

The requirements of this role would be optimally suited to a candidate who is comfortable and enjoys operating in a startup setting - where we experience a level of ambiguity and rapid changes to our business operations. Some soft skills that will be conducive to success in this role are skills such as agility, adaptability, attention-to-detail, problem solving and ingenuity.

NOTE: No startup experience is explicitly required. As we are a healthtech startup ourselves, this is a guiding summary of the environment we are currently operating in.

Responsibilities:

Strategic Leadership:

  • Develop and execute comprehensive operational strategies aligned with company objectives
  • Lead the development of scalable operational frameworks across all business units
  • Drive operational excellence and efficiency through process optimization and automation
  • Establish and monitor key performance indicators (KPIs) across all operational units

Customer Support Operations:

  • Oversee offshore and local customer support teams
  • Ensure exceptional customer experience across all communication channels
  • Implement and optimise customer service technologies and processes
  • Drive continuous improvement in customer satisfaction metrics

Pharmacy Operations:

  • Oversee pharmacy team performance and operational functionality
  • Monitor and optimize pharmacy workflow systems and processes
  • Ensure pharmacy operations meet regulatory requirements and quality standards
  • Drive continuous improvement in pharmacy service delivery and efficiency

Medical Services Operations:

  • Lead and develop the medical services team to ensure operational excellence
  • Oversee functionality of telehealth systems and medical service delivery
  • Ensure medical operations align with healthcare regulations and best practices (alongside our clinical lead)
  • Monitor and optimise medical team performance and service quality

Internal Operations:

  • Lead internal operational efficiency initiatives
  • Manage cross-functional projects and resource allocation
  • Develop and implement operational policies and procedures
  • Drive organisational scalability and process maturity

Quality and Compliance:

  • Establish quality standards across all operational units
  • Ensure compliance with healthcare regulations and industry standards
  • Implement quality monitoring and improvement systems
  • Manage risk assessment and mitigation strategies
  • Build and develop high-performing teams across all operational units
  • Foster a culture of innovation, excellence, and continuous improvement
  • Provide mentorship and professional development opportunities
  • Drive cross-functional collaboration and alignment

Qualifications and Experience

Required:

  • Proven experience in operations management, preferably in healthcare or technology sectors
  • Strong track record of leading large-scale, multi-functional operations
  • Experience in healthcare operations, pharmacy operations, or telehealth services
  • Demonstrated ability to drive operational excellence and process improvement
  • Excellence in team leadership and stakeholder management
  • Strategic thinking with strong analytical and problem-solving capabilities
  • Outstanding communication and interpersonal skills

Bonus points if you have:

  • Experience in health-tech startup environments
  • Strong understanding of healthcare regulations and compliance requirements
  • Deep understanding of Australia's healthcare ecosystem
  • Experience managing pharmacy or medical practice operations
  • Track record of implementing operational transformation initiatives
  • Experience with healthcare technology platforms and systems
  • Strong data analytics and business intelligence capabilities
  • Change management experience in complex organizations
  • Experience managing remote and distributed teams

Every member of our existing Hola Health team is an enrichment to our diversity of experiences, perspectives and backgrounds, and exposes us to unlimited ways of understanding people, problems, and how to design solutions. Health challenges are indiscriminate, and so are we. Our employees know our customers because they are our customers. At Hola Health, we are united by a single uniting factor; the drive to improve quality of life for all people through healthcare.

We are committed to developing an equitable, barrier-free recruitment process and work environment, and we encourage all interested applicants to apply.

If the next step in your career feels like the time to start contributing to a deeply impactful mission, surrounded by forward-thinkers and innovators, we hope you'll consider applying to join our team.

Note: Open to On-site, Hybrid or Remote applicants.

Seniority level
  • Executive
Employment type
  • Full-time
Job function
  • Management and Manufacturing
  • Industries: Hospitals and Health Care
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