About the company This company is an established Australian healthtech business whose platform underpins the secure exchange of clinical information between providers, referrers and patients. The platform processes tens of millions of clinical interactions every year and is used by specialist medical networks across Australia and internationally. With strong product adoption, a growing international footprint, and a clear runway for the next stage of growth, the business is now investing in the operational structure, systems and discipline required to scale sustainably across multiple regions.
About the opportunity
Reporting to the CEO and sitting on the leadership team, the Director of Operations will own the operational performance, efficiency and scalability of the business. This is a genuinely hands‑on leadership role suited to someone who enjoys building, not just running, operational functions in a growth‑stage software environment. You will oversee service delivery, customer support, onboarding and implementation, and HR/regulatory coordination, while partnering closely with Product, Engineering, Commercial and Finance. A core focus will be translating company objectives into operational plans and KPIs, lifting delivery margin, and ensuring release and lifecycle management supports long‑term customer retention as the platform scales.
Duties
* Lead service delivery, customer support, onboarding/implementation and HR/regulatory coordination
* Translate company strategy into operational plans and measurable KPIs (onboarding times, SLA performance, delivery margin, utilisation)
* Build and develop a high‑performing operational team, with clear accountability and coaching
* Partner with Product and Engineering on release readiness, controlled rollouts and lifecycle management
* Validate operational inputs into billing, and contribute to delivery margin and EBITDA improvement initiatives
* Drive process improvement, operational reporting and the tools/systems needed to scale
* Support operational readiness for new markets, products and customer segments
* Maintain compliance, governance and audit readiness in a regulated healthcare environment
Skills and Experience (Mandatory)
* Proven operational leadership experience in a SaaS, software or healthtech business
* Demonstrated ownership of service delivery, customer support and/or implementation functions
* Track record of building and scaling operational teams, KPIs and SLA frameworks
* Strong commercial acumen, comfortable with delivery margin, utilisation and how operations influence retention and recurring revenue
* Experience partnering with Product and Engineering on release readiness and rollout
* Significant people leadership and coaching experience
* Sound understanding of compliance and regulatory frameworks
* Australian working rights and based in (or willing to relocate to) Melbourne
Highly Desirable
* Exposure to diagnostic imaging, radiology, or other clinical systems environments
* Experience with patient and/or referrer engagement platforms
* Experience scaling operations in a multi‑region or international software business
* Experience supporting the transition to, or growth of, a subscription/SaaS operating model
About you
This is a role for an operator, not an administrator. You take ownership of outcomes rather than processes alone, balance discipline with pragmatic problem‑solving, and are comfortable rolling your sleeves up while keeping one eye on what the business will need 12–24 months from now. You build trust quickly across technical and commercial teams and lead through accountability rather than escalation.
Culture
Collaborative, high‑ownership and mission‑driven. The leadership team is small, capable and pragmatic, and the operational function has clear executive backing to build the systems and discipline required for the next stage of growth.
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