Company Description
Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.
Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.
Awarded Linkedin Top Startup 2024, & recognised by the Deloitte Fast Tech 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.

Job Description
The Escalation Operations Manager ensures that patient concerns are handled efficiently and effectively by leading three key functions of the department: the back-of-house operations, subject matter experts and complaints case management specialists. The role is critical in enhancing our operational workflows, improving patient satisfaction, and driving continuous improvement initiatives.
The Escalation Operations Manager ensures that patient concerns are handled efficiently and effectively by leading three key functions of the department: the back-of-house operations, subject matter experts and complaints case management specialists. The role is critical in enhancing our operational workflows, improving patient satisfaction, and driving continuous improvement initiatives.
Key Responsibilities

Escalation Management

• Oversee the roll out and operations of the escalation process framework.
• Identify trends and work on root cause analysis of issues, advocating for solutions.
• Partner with leaders on ensuring coaching and development plans in place on identified trends.

Process design

• Identify quick wins in the processes the team are managing.
• Oversee a repository of documentation related to all processes across Patient Experience.
• Collaborate with teams to significantly improve the processes and turn around times.
• Put in place standard operating procedures.

Reporting and insights

• Analyse feedback and trends to identify areas for improvement and to share with relevant stakeholders.
• Create and distribute daily and weekly reports relating to areas of operation.
• Develop systems and frameworks for monitoring, tracking and reporting team performance, including tracking of KPIs.

People Leadership

• Build and lead a high-performing team by providing clear leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
• Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members.
• Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals.
• Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
• Support and promote a working environment and services that are inclusive, accessible and celebrate diversity.
• Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.

Continuous Improvement, Safety and Compliance

• Continuously learn from successes and failures to refine and enhance improvement strategies.
• Actively participate in training (including mandatory training) and professional development sessions to enhance skill set.
• Observe, understand and comply with all Occupational Health and Safety Legislation, Regulations, Codes of Practice, Policies, Procedures and directives.
• Be proactive and responsible for own actions, and adhere to compliance requirements relevant to your position (eg. legislation, policy and guidelines).
• Participate in the planning, development and maintenance of organisational systems, governance structures and quality and safety improvement activities.
• Enforce safety protocols, procedures, and guidelines to create a secure working environment for all employees.
• Promote a positive safety culture by contributing to health and safety consultation and communication.
• Stay up-to-date with requirements and industry best practices to ensure compliance with relevant regulations impacting your department/team.
• Additional duties as required

Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)

• Increase the speed to resolution and turn around times of escalations
• Monitor individual performance and output
• Deliver on individual and set departmental OKR and KPI’s as determined from time to time.

Qualifications

• A Bachelor’s degree in a relevant field is desirable, but not required.
• Experience with Zendesk or similar, back of House and operational teams.
• Process design experience, rebuilding and launching processes
• At least 5 years experience in a operation management role, preferably contact centre environment
• Strong understanding of compliance and regulatory requirements
• Experience with telehealth and/or ecommerce would be an advantageous
• Excellent communication, able to effectively communicate with a variety of stakeholders and methods.
• Compassionate yet resilient
• Ability to multitask and successfully operate in a fast paced, team environment.
• Strong analytical skills and problem solving skills

Additional Information
You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase.
We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers. Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhancing your home office with our ergonomic equipment reimbursement benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

• Please note applicants will need to undergo and maintain National Police Check if successful.

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.