CX Operations Lead

Job description

Welcome to HotDoc! 👋 Founded in Melbourne in 2012, HotDoc is Australia's largest patient engagement platform — with over 8 million app downloads and partnerships with more than 21,000 practitioners across General Practice, Allied Health, Dental, Specialist, and Optometry. We handle sensitive health data and operate in a highly regulated environment. Our mission is to enable the best possible patient experience for everyone in Australia — and we're looking for exceptional people to help us get there. Role Purpose & Context: This is a pivotal, senior role sitting at the intersection of insight and execution. As Customer Experience Operations Lead, you will own the end-to-end process by which customer feedback becomes business decisions — leading a small, dedicated team of VOC Specialists and Insights Analysts, while acting as the operational spine of our customer strategy. You'll report directly to the Chief Customer and Product Officer and work within a collaborative department that values pragmatism, clarity and psychological safety. A key focus of this role is our company-wide AI capability uplift. Get ready to dive in — your impact will be measured in part by your ability to help...