Program Operations Manager

About Better Health Company

At Better Health Company we make better health easier for everyone. We design and deliver trustedevidencebasedhealth programs that support people to make lasting meaningful changes to their wellbeing. Withalmost20years of experience in health promotion we partner with government and corporate organisations to deliver scalablerealworldsolutions across community workplacetelehealthand digital settings.

We are passionate about reaching people who need it most including those from lowsocioeconomicbackgrounds Aboriginal and Torres Strait Islander communities and culturally and linguistically diverse communities. At our core we are apurposedrivenorganisation committed to quality integrity and impact and we are always looking for experienced leaders to help us continue to strengthen and grow our services.

About your new role

We arelooking foran experienced Program Operations Manager tostrengthenand evolvethe performancequalityandday to dayoperationsof our Service Delivery function. Theroleworksacross multiple programs teams and contracts and acts as thekeycontactpoint forhow our services are deliveredtodayand how they evolve over time.

Working closely withthe Managing Director you will providehands onoperational leadership across the Service Delivery functionsupporting teamsacrossCustomer Service Health Coaching and Operations. You willhelpensure contractual obligations aremetparticipant and stakeholder experiencesremainhigh quality and that our systems processes and data support consistent scalable delivery.

This role is well suited to someone who enjoys balancing operational detail withbigpicturethinking is confidentleading others and brings strong judgement structure and calm leadership to complex service role would suit someone ready to step into a broader leadership position and continue building their management capability within a supportivepurposedrivenorganisation.

This is afulltime hybrid role based in our Abbotsford head office. The role is offered on a 1yearfixedtermbasis with potential to extend for the rightcandidate and is expected to commence from approximately 20 July.

What you will be doing

Service delivery leadership and performance oversight

• Provideday to dayleadership andcoordinationthe Service Delivery functionsupporting safeconsistentandhigh-qualityservice delivery in line with contractual andorganisationalrequirements
• Manage and supportteam leadershelping themprioritisework manage performance and build strongengaged teams
• Maintain visibility of service delivery performance monitoringOKRsand operationalmetrics toidentifyrisksissuesand improvement opportunities
• Balanceshorttermoperational demands withongoing service improvementworkforce planning and quality standards

Systems processes and continuous improvement

• Play a key role inmaintainingand improvingservice delivery systems and processesto supporteffective scalable operations
• Work closely withcrossfunctionalteams tooptimiseuse of systems such as CRM scheduling and reporting tools
• Support the implementation ofservice delivery changes ensuringupdatesare documented communicated and embeddedinto daily practice
• Ensureservice delivery processes and documentation remain clearcurrentand practical for teams to use

Quality participant experience and outcomes

• Promotehighquality participantcentred service delivery across all programswith a focus on respectfulnon-judgmentalpractice
• Supportquality assurance and continuous improvement activitieswithin the Service Delivery function
• Monitor participant experience outcomes attendance and completion data using insights to inform service improvements
• Ensure issues incidents and complaints are managed appropriately and in line withorganisationalprocesses

Data reporting and governance

• Supportservice delivery data quality standards and ensure data isaccurate complete and reliable
• Oversee internal and external reporting ensuring it istimely meaningful and actionable
• Maintain clearservice delivery documentation data definitions and system governancein collaboration with relevant teams

What makes you a great fit

You are anexperienced peopleandoperationsleader with a strongtrack areconfident leading teamscomfortableworking within service environments andareable tobalanceaccountabilitywhile supporting teams to do their best work.

You bringa practicalsystems mindset and careaboutdata quality reporting integrity and serviceefficiency. You are calm under pressure pragmatic in yourdecisionmaking and motivated by deliveringhighqualityservices that genuinely improve outcomes for participants and communities.

Your skills experience and qualifications

• Tertiary qualification in ahealthrelatedfield (required)
• Several yearsofexperiencein operational or service deliverymanagementroles within health or community services
• Demonstratedpeople leadership experience includingsupporting ormanaging team leaders
• Experience delivering services under funding or contractual agreements with KPI and reporting obligations
• Confidence working with data reporting and service delivery systems (experience with HubSpot or similar CRMs will be highly regarded)
• Excellent judgement communication and stakeholderengagementskills
• A genuinealignment with Better Health Companys values and commitment to inclusivepersoncentredpractice
• A current Working With Children Check and National Police Check will be required prior to commencement

Sounds like your nextrole Apply now!

To applysubmityour resume andcoverletter viaSeek orEmployment Hero outlining your relevant experience and why this role interests to the high volume of applications only shortlisted candidates will be contacted.

Better Health Company is an equal opportunity welcome applications from people of all backgrounds experiences and identities and are committed to building an inclusive workplace. This role is based in Melbourne and requiresonsitework due to the nature of the role.

For questions about the role or recruitment process please contactCecilia AirthService Delivery and Operations Manager note that applicationssubmittedvia email will not be considered.