Operations & Administration Lead

Remote | Full-Time | Australian Healthcare Business

About Us

We are a growing Australian telehealth business strengthening our operational foundations as we scale.

We are seeking a highly organised and structured Operations & Administration Lead to work closely with the CEO to ensure systems run smoothly, documentation remains clean, and teams operate with clarity and accountability.

This is a hands-on operational leadership role.

Key Responsibilities

• Manage team rosters and workforce coordination
• Ensure consistent 5-day operational coverage
• Maintain HR documentation, contracts, on boarding, and employment records
• Oversee SOP organisation and version control
• Support customer support team performance tracking and reporting
• Coordinate call review feedback loops and coaching follow-ups
• Maintain operational dashboards and KPI reporting

You will ensure systems remain organised, teams are supported with structure, and standards are consistently upheld.

Leadership Component

• Provide day-to-day structure and oversight to administrative and customer support teams
• Hold tea ---------- mbers accountable respectfully and professionally
• Support performance improvement through structured feedback processes
• Ensure phone and email communication standards are consistently maintained

This role requires someone comfortable managing people calmly and confidently.

Who You Are

• Highly detail-oriented
• Strong written and spoken English (professional level)
• Calm, steady, and emotionally mature
• Structured and systems-minded
• Comfortable holding people accountable respectfully
• Organised and disciplined in documentation

Experience Required

• 3+ years in operations, administration, or team coordination roles
• Experience managing or supervising small teams
• Experience with HR documentation and compliance processes
• Understanding of customer support team structures and KPI's
• Strong Google Workspace skills
• Experience working with Australia, USA, UK, or NZ businesses preferred

Healthcare experience is a bonus, not essential.

To Apply

Please include:

• 2–3 minute introduction video
• CV
• Example of a system or workflow you improved
• Internet speed test
• Confirmation you can work 7.30 am - 4pm Sydney hours.

Applications without these will not be reviewed.