Head of Customer Success and Service Operations Flexible

Telstra Health
At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient andclinician experiences and health outcomes.
Join us indigitisinghealthcare!
What's the opportunity?
The Head of Customer Success and Service Operations is responsible for leading the standardisation, continuous improvement and risk management across the entire business by enhancing operational efficiencies and increased customer satisfaction levels.
Key responsibilities:

Lead customer operations to ensure high levels of satisfaction and successful achievement of business goals.
Strategically review and analyse processes for continuous improvement and operational effectiveness.
Drive initiatives for process enhancements and oversee the development of improvement strategies.
Build and maintain strong relationships with stakeholders to ensure effective operational processes.
Manage customer relationships, ensuring operational milestones are met and issues are resolved with regular updates.
Develop materials for external and internal governance sessions and oversee the revision of SOPs.
Promote collaboration among team members and external partners.
Ensure compliance with legislative guidelines and maintain effective governance through quality assurance and risk management.
Use data-driven insights to establish performance dashboards and inform business decisions.
Drive efficiency initiatives to support financial targets and implement strategic goals related to quality improvement and accreditation.
Participate in leadership meetings and contribute to strategy development and implementation.
Lead a team effectively, sharing knowledge and fostering professional development.
Prepare and manage budgets to allocate resources effectively and support operational needs
Skills and experience:

Strong people leadership with proven success in leading and developing customer-focused operations teams.
Significant experience in establishing and developing operating procedures and managing business processes.
Demonstrated ability to assess business needs, design and implement programs, and evaluate their effectiveness.
Expertise in organisational capability development, change management, and organisation design.
Skills in risk management and financial oversight.
Experience in driving innovation and business process improvements.
Background in portfolio, program, and project support.
Strong customer service support experience.
Bachelor's degree in business, finance, or a related field; post-graduate qualification in Public Health or business management is desirable .
What are some of the benefits of the business?
We believe that flexibility is not a 'perk', it's how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony.
Join us if you find change, a fast-paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new!
And it doesn't stop there…
A free Telstra mobile and plan for eligible employees
30% discount on various Telstra products and services
16 weeks paid gender-equal parental leave, culture, family and domestic violence leave, as well as the option to purchase additional leave
Career break and study assistance
Ongoing development through various learning programs, access to O'Reilly and LinkedIn Learning and much more
Free 24/7 professional and confidential support for you and your family
Employee rewards program that includes discounts on shopping, electronics, gym memberships, movie tickets, health insurance and more
We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don't check every box above, we encourage you to apply today.
We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.
•