This role is for HomeMade - a related entity of Mable
HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management.
We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.
Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.
To find out more, click here.
As Head of Customer Operations, your insights and capabilities will directly lead our customer service and ultimately improve health outcomes for our customers. You will build and lead a team to rapidly design, pilot, and iterate customer operations initiatives to deliver against the broader business objectives. Partnering with internal stakeholders, you will design and rapidly prototype new concepts, executing innovations through to implementation.
You’ll facilitate efficiency gains that enable us to scale our operations while not losing sight of the experience and connect the dots with product experience based on customer insights and growth opportunities.
Key Responsibilities:
People & Leadership
- Lead the Customer Operations teams, responsible and accountable for the leadership of the team, optimising key systems, cross-functional collaboration, building a strong culture around customer operations and the team’s vision, strategy, and delivery of work.
- Attract, develop, and retain top talent, setting clear goals and driving performance to key results
- Foster a culture of continuous improvement by encouraging feedback, embracing change, and driving initiatives to enhance processes, systems and team engagement.
- Supervise, coach and mentor direct reports to ensure a high performing team environment that works to their full potential in a complex mobile/remote workforce environment.
- Deliver a high standard of employee experience through a leadership approach that promotes the inclusive culture, vision and values of HomeMade.
Customer Operations
- Own the resolution of support interactions through your team and operating model, ensuring timely and effective solutions.
- Develop and implement customer operations strategy that aligns with HomeMade’s values and objectives. Continuously evaluate and enhance processes to ensure optimal customer satisfaction and retention.
- Deliver operational excellence and optimise customer operations processes, commencing post customer onboarding and extending throughout the customer’s journey with HomeMade, with a focus on resolving issues and questions upon first contact.
- Identify areas of improvement, implement best practice and ensure compliance with industry regulations.
- Establish KPIs to track customer operational performance, analyse data and generate actionable insights. Implement effective reporting mechanisms to monitor progress into goals and address performance gaps.
- Devise operational strategies to ensure growth and quality of service, identifying and implementing process improvement, and develop a plan to achieve the desired end state, while filling the gap with immediate short term solutions.
- Monitor and analyse key metrics, SLAs and customer feedback on the performance of HomeMade’s Customer Operations practices to ensure efficiency and effectiveness, and drive continuous improvement.
- Work closely with HomeMade's Quality and Safeguarding team to implement best-practice models of care throughout the operational team.
- Work closely with the HomeMade Product team to identify areas of opportunity to improve experience or gain efficiencies through the development of the HomeMade platform.
- When necessary, launch new initiatives and projects that improve upon service and support-related processes to meet changing customer needs.
Financial Capability
- Work in collaboration with the senior management team to achieve the commercial results of the business
- Manage the budget of the function, optimising operating model and cost to service
- Possess strong commercial and financial management skills to effectively manage government funding and customer contributions
Business Capability
- Collaborate with the senior leadership team in the development of performance goals and long-term operational plans.
- Work with the senior leadership and management team, to build capacity in our teams to understand the needs of customers and develop resources and services that support those needs.
- Work with cross-functional teams to develop best practice services that promote capacity building and enablement of customers.
Stakeholder Management
- Liaise with customers, families/carers, community groups and industry bodies as required and promote HomeMade services and advocate for self management.
- Assist in the development of business reporting to internal and external stakeholders.
Skill and Experience
- Proven experience (at least 5 years) in customer operations leadership roles, preferably within a technology driven, high growth organisation.
- Strong knowledge of multiple operational functions and principles, including customer operations and strategy.
- Proven ability to plan and manage operational processes and systems for maximum efficiency and productivity, and support rapidly shifting business demands.
- Strong financial acumen and proven experience in managing budgets.
- Exceptional analytical and problem solving skills, with the ability to leverage data to drive strategic decision making and process improvements
- A passion for delivering exceptional customer experiences based on a genuine interest in the healthcare Health or Community Aged Care Services or home care industries.
- Proven ability to develop scalable solutions.
- Strong organisational, communication, and leadership skills, demonstrated by previous professional success.
- Understanding of clinical support and exposure to case management in Aged care or Disability (preferred).