01Overview
This role owns the operational excellence, quality, and reliability of a Care Excellence team across 24x7 support operations.
It is critical to manage provider deployments for specialised services, scale operations, improve the user experience, ensure the right care pathways for users, lead incident investigations, drive strategic care initiatives, and own Care Excellence performance, risks, and insights.
You will lead a team of Specialists & Associates, stay close to complex and sensitive work, and shape how Care Excellence operates across channels, care models, and escalation paths.
Ownership, SLAs & Performance ManagementOwn end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experienceMonitor team performance, productivity, QA outcomes, and SLA adherenceProactively identify risks, trends, and gaps and drive corrective actionsEnsure consistency and reliability in service delivery, especially during peak loads or high-risk periodsMetrics, Insights & ReportingBe the single owner for Care Excellence team metrics, dashboards, and insightsTranslate operational data into clear, actionable narratives for roadmaps, decision-making, and escalationsHighlight key risks, trends, improvements, and trade-offs based on the insightsPartner with stakeholders to continuously improve metric definitions and reporting qualityHigh-Risk Deployments & Incident ManagementBe directly involved in all critical deployments, launches, or operational changes impacting care excellenceLead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failuresDrive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflowsStrategic Projects & Care Model DevelopmentLead and contribute to strategic initiatives such as bridging operational and experience gaps with other teamsOwn exploration and setup of Care Excellence call-based support and other care delivery mediumsPartner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation modelsWhite-Glove & Enterprise User ExperienceEnsure elevated service standards for white-glove and enterprise usersAct as escalation owner for sensitive or high-impact enterprise casesAlign closely with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reportingPeople Leadership & Capability BuildingLead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building, while partnering with Specialists on roster management to ensure effective 24/7 coverageBuild team readiness for complex, high-risk, and enterprise-grade care scenariosProcess Improvement & Cross-Functional CollaborationIdentify manual, repetitive, or high-risk workflows and propose scalable improvementsWork with Product & Tech teams on automation and toolingMaintain accurate SOPs, documentation, and knowledge basesRepresent Care Excellence insights in cross-functional and leadership forums4 to 6+ years of experience in operations, support, or service delivery roles in a tech companyComfortable providing shift flexibility to address or ensure coverage during critical escalations, high-risk, or no coverage situationsProven experience leading remote/global teams in SLA-driven, high-volume environmentsStrong RCA, problem-solving, and stakeholder management skillsComfortable working with dashboards like FreshDesk, Zendesk, metrics, and operational dataAbility to balance empathy with decisivenessExperience in 24x7 or global operations is a strong plusHealthcare tech background is a plusWhy Youll Love Working With Us:
Global company work in a diverse environment with people from nearly 20 countries Generous leave policy time off to rest and recharge Christmas week off company-wide break during Christmas, separate from annual leave Birthday leave enjoy a day off on your birthday Quarterly mental health days one day off every quarter to focus on your wellbeing Flexible work arrangements work in a way that suits your lifestyle and goals Work-life balance a culture that values personal time and long-term wellness Medical coverage comprehensive insurance for peace of mind Performance bonus high performance is recognised and rewarded Development budget - annual allowance to support your professional development Mental health support premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care Socials and communities regular non-work events/activities to connect and have fun together .
