This company is Australia's leading telehealth service.
Their network of Australian-qualified physicians serves regional and metropolitan hospitals, residential aged care facilities, ambulance services, primary health networks, and private organisations nationwide, with over 450,000 consultations delivered to date.
The business is undergoing a deliberate strategic evolution: from an on-demand emergency response provider to an embedded clinical stability partner supporting health providers across the full continuum of care.
This means deliberately broadening beyond their strong foundation, reducing over-reliance on a single clinical service line and building a genuinely integrated virtual health offering that meets patients, clinicians, and health systems at every stage of the care journey.
THE COMPANY YOU WOULD BE JOINING
This company is Australia's leading telehealth service.
Their network of Australian-qualified physicians serves regional and metropolitan hospitals, residential aged care facilities, ambulance services, primary health networks, and private organisations nationwide, with over 450,000 consultations delivered to date.
The business is undergoing a deliberate strategic evolution: from an on-demand emergency response provider to an embedded clinical stability partner supporting health providers across the full continuum of care.
This means deliberately broadening beyond their strong foundation, reducing over-reliance on a single clinical service line and building a genuinely integrated virtual health offering that meets patients, clinicians, and health systems at every stage of the care journey.
THE ROLE – WHAT YOU WILL LEAD & GROW
This Head of Operations position, reporting to the CEO, will lead a large team and drive a fully on-demand, 24/7 service model.
Operations is the engine room of this organisation, and this position is a commercially critical leadership role, with direct accountability for the frontline service that generates the business' revenue and defines its reputation.
The Head of Operations holds ultimate accountability for clinical service delivery and gross margin performance across the company's core business.




The role sits at the intersection of people, process, and commercial outcomes and is responsible for ensuring that every call made to them is answered, every doctor is well-utilised, and the business achieves its financial targets without compromising the quality of care for patients.
There are no scheduled appointments, doctors respond in real time to calls that arrive when their clients (hospitals) cannot source locum doctor cover at short notice.
This creates a uniquely demanding operational environment: one where the balance between clinical availability, service responsiveness, and cost discipline must be managed every hour of every day.
This is not a back-office operations role.
It is a frontline commercial leadership position.
The person in this role owns the revenue-generating engine of the business and will be measured and incentivised ongross margin delivery and improvement.
Three priorities define the role:
Gross margin ownership — ensuring the business achieves its budgeted gross margin through disciplined roster management, clinician utilisation, and cost-of-sales control.
Service excellence — meeting SLA commitments to clients in an unpredictable, on-demand environment, 365 days a year, 24 hours a day.
Operational transformation — conducting a root-and-branch review of the workflows and processes that underpin the operations group and partnering with the Head of Technology & Data to re-engineer them.
This is a major workstream: done well, it reduces the admin cost of servicing existing revenue and critically allows the business to absorb new growth without a proportional increase in headcount or cost.
The key responsibilities of this role are:
Gross Margin & Financial Performance




Workflow Transformation & Process Re-Engineering
Roster Management & Demand Forecasting
Clinical Workforce Leadership
Service Delivery & SLA Performance
People Leadership & Culture
Quality, Compliance & Governance
WHAT YOU WILL NEED TO GET THE JOB
Demonstrated experience leading operations in an on-demand or 24/7 service environment; contact/call centre, telehealth, healthcare logistics, or similar.
Solid, proven leadership experience, motivating people to perform at their best.
Strong financial acumen with direct accountability for gross margin, cost-of-sales, or P&L; performance and a track record of improving it.
Deep understanding of workforce utilisation dynamics: the commercial consequences of both over- and under-resourcing in a variable-demand, pay-per-hour model.
Proven experience in operational process re-engineering; mapping, challenging, and redesigning manual workflows to reduce cost-to-serve and enable scalable growth.
Experience managing large, shift-based frontline teams including offshore or distributed staff.
Proven capability in workforce demand forecasting and roster optimisation.
Track record of delivering operational improvement through both people leadership and process/technology change.
Comfortable operating as a senior leader while remaining close to frontline performance.
Experience in telehealth, virtual healthcare, or health service delivery.
Experience partnering with technology teams to drive workflow automation, as a co-owner of the agenda, not just a recipient of technology change.
Understanding of healthcare regulatory and compliance requirements (telehealth standards, privacy law, clinical governance frameworks).
Tertiary qualification in business, operations management, health management, or a related discipline.
Postgraduate qualifications are well-regarded but secondary to demonstrated operational experience.
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📌 Head Of Operations | Health Services (New South Wales)
🏢 PPD Search
📍 New South Wales