Fetch! Pet Care

Operations Lead

Fetch! Pet Care

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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Job Level

Senior

About the role

  • Lead performance
  • Coach and develop a high-performing frontline team
  • Set clear expectations and run consistent 1:1s and performance conversations
  • Build engagement while maintaining high standards
  • Own daily operations
  • Manage queue performance, workflows and capacity
  • Protect service levels and turnaround times
  • Step into complex cases and escalations when needed
  • Build the operating system
  • Help design metrics, dashboards and weekly cadences
  • Turn messy reality into simple, scalable systems
  • Work with our technical vet leads to build playbooks and training so “great” is consistent
  • Improve and automate
  • Partner with Product and Engineering to automate the right work
  • Help design effective human + AI workflows with clear handoffs and escalation paths
  • Use operational insights to drive system and process improvements
  • Protect quality and fairness
  • Ensure processes are followed consistently
  • Oversee complaints and escalations within your team
  • Maintain strong alignment with Technical Leads and Risk & Compliance

Requirements

  • Have built or scaled operations in a startup or high-growth environment
  • Have led frontline teams and delivered measurable performance improvements
  • Are comfortable running metrics, dashboards and workforce management systems
  • Think in systems and improve them relentlessly
  • Have experience in a regulated environment such as insurance, health or fintech
  • Are confident having performance conversations
  • Stay calm and decisive in ambiguity
  • Evidence of delivery of amazing customer service
  • Pet insurance experience is helpful, not essential.
Benefits
  • Competitive Series A salary + meaningful equity
  • 5 weeks annual leave
  • Hybrid working
  • Two team get-togethers each year
  • Office dogs for cuddles and interruptions 🐶
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
performance managementoperations managementmetrics designdashboard creationworkflow automationsystem improvementprocess improvementqueue managementescalation managementtraining development
Soft Skills
coachingteam developmentcommunicationproblem-solvingdecision-makingcustomer serviceadaptabilityengagement buildingconflict resolutionalignment