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 economic, 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 setting

Previous ownership of significant cost lines or commercial metrics, with evidence of moving them

Experience managing a large teams

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.
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📌 Head Of Operations Canberra
🏢 Hola Health
📍 Canberra