Head of Operations

About the role

The Head of Operations is the most operationally accountable role in the business. Reporting to the CEO, you'll own live performance, customer experience, and the single biggest cost line on the P&L. You'll lead the teams covering clinical network, customer operations, performance and planning, delivery operations and clinical operations.

Beyond the day-to-day, you'll shape Hola's operational strategy and future operating model, this role is as much about building where we're headed as running where we are today.

Key responsibilities

• Operating model design — own and run Hola's operational teams
• Operational performance — KPIs, live performance, quality standards and customer outcomes against our service promise
• Doctor lifecycle — onboarding, activation, retention, credentialing and rostering
• Customer support — across patients, doctors and pharmacy partners, including response times, quality and contact rate
• Forecasting and planning — demand forecasting and doctor capacity planning
• Unit economics — contribution margin per consult and the doctor cost base
• Clinical operations and compliance — designed and run in conjunction with our Chief Clinical Officer
• Strategic partnership ownership — accountable for the performance of a major strategic partnership
• Operational strategy — shaping how the business scales and the future operating model
• Team leadership — both local and central support functions, managing managers

About you

• Experience managing live operations in a scale-up environment
• High-level proficiency in supply-side modelling
• Previous ownership of significant cost lines or commercial metrics, with evidence of moving them
• Experience managing a large team — this role manages managers
• Experience in marketplaces, on-demand logistics, delivery, rideshare, field services or healthcare operations
• Experience in healthcare or another regulated industry where compliance affects commercial decisions and outcomes
• You make decisions with incomplete information and stand behind them
• You can operate holistically and happy to own major strategic programs while jumping into case-by-case outcomes as needed
• Where processes and systems don't exist yet, you build them
• You collaborate closely with leadership team to shape how the business scales

About us

Hola Health provides on-demand telehealth consultations with AHPRA-accredited doctors and pharmacy delivery across Australia. Patients use us when they need convenient, timely care and the business runs to tight response times.