Veterinary Technical Lead
The Opportunity
We're Fetch – a fast-growing insurtech and pet health platform on a mission to offer the best care for pets with the finest pet insurance around.
We built our proposition from scratch. Policies, claims, customer app, agent tools and vet integrations. We launched. Customers love it. Now we're scaling.
That means faster processing, smarter automation, stronger vet partnerships and better experiences across every touchpoint.
We're still small enough that your impact is obvious. But big enough that structure, consistency and technical excellence really matter.
We're looking for an experienced vet to take ownership of technical standards and capability across our frontline functions to help us scale sustainably.
Your role
This is a senior, technical leadership role within operations.
You'll be responsible for driving technical excellence across one or more frontline functions, such as Claims, Customer Sales & Service or Customer Onboarding. Working with our Operations Leaders, you will own technical standards, quality assurance (QA) discipline and capability uplift.
You'll sit at the centre of technical judgement, consistency and excellence across Fetch.
Clinical oversight and complex case review
Provide guidance on complex, high-value or sensitive cases. Ensure decisions are accurate, fair and aligned with policy intent and regulatory expectations.
Line 1 QA ownership and standards
Own and manage the Line 1 QA framework. Conduct reviews, identify themes and emerging risks, and translate findings into practical action. Implement QA insights through clearer guidance, structured feedback and measurable improvements in technical performance.
Coaching and capability uplift
Lead technical knowledge development through structured group training sessions, case workshops and targeted 1:1 coaching. Strengthen clinical reasoning, policy interpretation and decision-making consistency across teams.
Escalations and complaints support
Provide clinical input into higher-risk escalations and complaints where deeper technical judgement is required. Support balanced, well-reasoned and well-communicated outcomes.
Process and policy refinement
Identify gaps in guidance, documentation or interpretation and strengthen frameworks to improve clarity and consistency.
AI, tooling and automation input
Partner with Product, Risk & Compliance and Tech to ensure clinical logic, policy interpretation and decision frameworks are embedded correctly into systems and automation.
Cross-functional partnership
Work closely with functional team leaders to ensure technical standards and operational delivery remain aligned as we scale.
This role carries clear accountability for technical standards, judgement and continuous capability uplift across the function.
Why you'll love the role
You'll shape and protect technical excellence across the business.
You'll influence how clinical judgement is applied at scale.
You'll work at the intersection of operations, product and automation.
You'll help build a modern insurance and pet health model grounded in strong veterinary expertise.
What you'll bring
We're looking for someone who combines strong clinical judgement with structured thinking and a passion for raising standards.
You'll:
* Be a qualified vet with strong clinical reasoning
* Have experience reviewing complex cases and making balanced decisions
* Be confident delivering training and coaching others
* Care deeply about consistency, fairness and standards
* Be comfortable working with data, QA frameworks and trends
* Thrive in a fast-moving, evolving environment
* Be confident using systems and eager to engage with tech and automation
* Be organised, data-driven and commercial.
* Insurance experience is helpful, but not essential.
What we offer
We're hybrid across Australia, but tightly connected. You'll work alongside a passionate team in a growing insurtech and pet health environment.
You'll have access to:
* Flexible, supportive and pet-friendly work environment
* Inclusive parental leave policy
* 5 weeks annual leave
* Equity as part of the Fetch journey
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