Operations Lead About FetchFetch is how modern pet parents give their pets the best care .
One pink app ? for insurance, health, and care – easy, fair, and kinda fun.
We've raised our Series A from Lightspeed and Airtree, customers love us (rated #1 by Choice Magazine!), and we're growing fast.We're looking for an ambitious customer operations leader to build and lead our customer-facing team while designing the systems, automation and processes that scale an exceptional experience for every pet parent.Location: Sydney (Hybrid) or RemoteEmployment type: Full-timeCompensation: Competitive Series A salary + meaningful equity? Your roleLead and scale one of Fetch's core frontline functions.This is a hands-on operational leadership role, for someone who loves building.
You will own the day-to-day performance, rhythm and standards of a critical function such as Claims or Onboarding.You will lead a frontline team delivering amazing customer outcomes through our app-first, AI-supported model.We are still small enough that your impact will be obvious but big enough that structure, discipline and clear accountability matter.
What You'll DoLead performanceCoach and develop a high-performing frontline teamSet clear expectations and run consistent 1:1s and performance conversationsBuild engagement while maintaining high standardsOwn daily operationsManage queue performance, workflows and capacityProtect service levels and turnaround timesStep into complex cases and escalations when neededBuild the operating systemHelp design metrics, dashboards and weekly cadencesTurn messy reality into simple,



scalable systemsWork with our technical vet leads to build playbooks and training so "great" is consistentImprove and automatePartner with Product and Engineering to automate the right workHelp design effective human + AI workflows with clear handoffs and escalation pathsUse operational insights to drive system and process improvementsProtect quality and fairnessEnsure processes are followed consistentlyOversee complaints and escalations within your teamMaintain strong alignment with Technical Leads and Risk & ComplianceYou will carry explicit accountability for team engagement, operational performance, quality and compliance.
Why You'll Love ItYou will shape how a modern digital insurance operation runsYou will lead a high-impact teamYou will influence product and automation decisions directlyYou will help to build systems and products that thousands of pet parents rely on? About YouYou combine operational discipline with practical leadership and high agency.Have built or scaled operations in a startup or high-growth environmentHave led frontline teams and delivered measurable performance improvementsAre comfortable running metrics, dashboards and workforce management systemsThink in systems and improve them relentlesslyHave experience in a regulated environment such as insurance, health or fintechAre confident having performance conversationsStay calm and decisive in ambiguityEvidence of delivery of amazing customer servicePet insurance experience is helpful, not essential.
What it's like hereCompetitive Series A salary + meaningful equityHybrid working5 weeks annual leaveTwo team get-togethers each yearOffice dogs for cuddles and interruptions ✉️ How to ApplySend us your CV and a short note covering:The best operational system, process or workflow you've built (or rebuilt) and what you changedThe most "magical" customer or claims experience you've given someoneWhat you'd fix first at Fetch, and why

📌 Operations Lead (New South Wales)
🏢 Fetch Pet
📍 New South Wales