Support Operations Manager

This is your opportunity to join our team of forward-thinking, change-making individuals. Operating at the intersection of health and tech, you'll help us shape the future of healthcare. 

Our Mission

Healthengine's mission is to improve access to healthcare by helping Australians find and connect with all care providers. We strive to achieve this through Australia's leading healthcare marketplace, bringing together over 4 million active Australians, and more than 10 thousand practitioners that are powered by our technology - and growing.

We're all patients, right? So, it's easy to get behind a mission that seeks to improve the healthcare experience for all Australians. 

The Gig

We're looking for a passionate and strategic Support Operations Manager to help scale our Support function through automation, innovation, and data-driven excellence. You will be responsible for driving efficiency and continuous improvement initiatives and the adoption of AI for the Support function (Customer and Patient) to cultivate scalable operations to positively impact the way Practice and Patient customers perceive, understand and engage with Healthengine services.

Responsibilities:

• Establish scalable processes and initiatives with a focus on AI to ensure success in Support (Patient and Customer), with a focus on building services to support our patients and customers as their needs develop

• Contribute to the development strategies for Customer and Patient Support teams

• Identification, design, implementation and iteration of Practice and Patient customer experience initiatives

• Develop a set of analytics to measure the impact of Support operations initiatives, customer and product satisfaction

• Accountable for Support operation KPI's 

• Lead on & offshore teams. creating & managing workforce plans; scheduling resources based on reporting to ensure SLA met

• Accountable for the implementation/onboarding of both SME and Enterprise practice customers

• Implement, configure and drive the successful adoption of AI tools across our business, reducing inbound requests through self service (Intercom, Zendesk & Hubspot) . 

• Implement automation (AI, answer bot and self-serve etc) to scale both Practice and Patient customer support as efficiently as possible and in line with budgeted expectations 

• Work with the Integrations Team to streamline and scale Practice implementations/installs

• Provide systems training for all of business as required

• Working cross-functionally to deliver feedback, and ensure alignment of business-wide processes, projects and systems with the strategic objectives of Support operations

• Other tasks and projects as required by the VP of SMB

About You

You flourish in a fast-moving, agile environment and thrive in a tech culture where growth is inevitable. You are smart, strong and passionate and always lead with head and heart. You are balanced; knowing how to have fun but how to focus and get things done. You speak openly, candidly and authentically to challenge yourself and others. You're impact and results driven, with a 'done is better than perfect' attitude. You are a creative problem-solver, always seeking to find unique and valuable solutions. 

Experience you'll bring:

• 3+ years experience in technical account management,  Customer Support or Success 

• Current knowledge of industry trends in Customer Support, including best practices and progressive CRM and Digital Support tools (Zendesk, Intercom, Hubspot)

• Expertise in support operations and measuring success via customer support metrics and KPIs

• Strong leadership and people management experience, leading a mixture of onshore & offshore teams

• Experience in using multiple CRM and client management and reporting systems

• Knowledge of customer and patient experience processes and service excellence strategies

The perks behind the work

Healthengine is where you'll be your best self. You'll collaborate with smart, interesting people who will challenge you to be better. In addition to an array of growth opportunities, we also offer:

• Freedom and flexibility to work the way you want, with remote and hybrid opportunities

• Good mix of virtual and on-site events and celebrations, because we know how to have fun

• Fully stocked kitchen including coffee on tap and subsidised vending machine in our Perth space

• Discounts, salary sacrifice and packaging options through our benefit partners

• Extra leave so you can recharge and focus on your wellbeing 

• Workplace wellness program, including additional leave entitlements for a healthy work-life balance

• Support for you when it comes time to grow your family with paid parental leave

Diversity and inclusion

Healthengine believes in the power of a diverse work environment and are fully committed to building and maintaining an inclusive culture. We believe that our differences can create new ideas, offer unique perspectives and speak on behalf of all of our customers and consumers. If you think you have what it takes but don't check all the boxes, reach out anyway - we'd love to hear from you.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.