Operations & Customer Experience Manager

CHG; Adelaide; In loco; AUD 120.000 - 160.000; Tempo pieno

Descrizione del lavoro

Corporate Health Group (CHG) is seeking an experienced Operations & Customer Experience Manager to oversee the Adelaide clinics, driving efficient operations and a superior patient experience. You will lead clinic administration and customer service teams, embed clear standards, and empower staff with effective processes and accountability.

This role emphasizes leadership, program development and continuous improvement across CHG’s sites.

Competenze

• Experience leading operations in a clinic, healthcare or similar customer-facing environment.
• Strong leadership, develop teams and establish clear standards.
• Ability to use data and KPIs to drive improvements.
• Excellent stakeholder management and communication skills.

Mansioni

• Lead day-to-day operations of CHG’s Adelaide clinics with capable and accountable teams.
• Develop and implement service standards to ensure a consistently positive patient and client experience.
• Support clinic administration and customer service functions across locations.
• Improve workflows and end-to-end patient journey with data-driven improvements.
• Coordinate workforce planning and recruitment support to ensure adequate administrative coverage.

Conoscenze

Operations leadership

Customer experience

Team leadership

Data-driven decisions

Process improvement

Descrizione del lavoro

Operations & Customer Experience Manager

Lead high-performing operations and an exceptional customer experience

Corporate Health Group (CHG) is growing, and we are looking for an experienced Operations & Customer Experience Manager to lead the operations and customer experience across our Adelaide clinics.

This is an operational leadership role for someone who can build high-performing teams, establish clear standards and create the systems, processes and accountability needed for our clinics to operate at their best.

You will have strong visibility across our clinics and a clear understanding of what is happening operationally, while empowering your team to manage the day-to-day. Your focus will be on leadership, performance, continuous improvement and ensuring we deliver a consistently high-quality experience for our patients, clients and clinicians.

If you enjoy bringing people, systems and service delivery together and can identify opportunities to make a busy clinic environment work even better, this is an opportunity to have a real impact.

About CHG

Corporate Health Group is a leading provider of occupational health and workplace health services, supporting organisations and their people across a broad range of industries.

Our multidisciplinary teams deliver services across our Adelaide clinics at Mile End, Elizabeth and Gillman, providing a diverse range of occupational health, medical, nursing, allied health and workplace wellbeing services.

We are continuing to grow and evolve our services, and strong operations and customer experience are central to providing great service and supporting that growth.

Corporate Health Group has been creating and maintaining safe and healthy workplaces in South Australia since 1976.

CHG remains the only provider to offer a truly comprehensive suite of services in health promotion, education, training, and injury prevention and management - we are a one-stop shop for everything your business needs to create and maintain a safe and healthy workplace.

About the Role

As Operations & Customer Experience Manager, you will be responsible for ensuring our clinics operate efficiently, consistently and with a strong focus on customer experience.

You will lead our clinic administration and support functions, working closely with clinical leaders and the broader CHG team to ensure our clinicians have the operational support they need to deliver great care and our patients and clients receive a consistently positive experience.

A key part of the role will be building capability within the team. Rather than personally solving every operational issue, you will establish clear expectations and accountabilities, develop your people and ensure the right systems and processes are in place for issues to be resolved effectively at the appropriate level.

You will maintain strong visibility across operations, understand where challenges and opportunities exist, and use data, feedback and operational insights to continually improve performance and customer experience.

Your responsibilities will include:

Leading the day-to-day operations of CHG’s Adelaide clinics through capable and accountable teams

Leading, supporting and developing clinic administration and customer service teams

Setting clear service standards and creating a consistently positive experience for patients and clients

Ensuring clinicians are supported by effective administrative processes, systems and workflows

Monitoring clinic activity, productivity, service levels and operational performance

Using data, feedback and customer insights to identify opportunities for improvement

Improving workflows, systems and the end-to-end customer journey

Building team capability and accountability so operational issues are effectively managed within the team

Supporting workforce planning and ensuring appropriate administrative coverage across clinics

Working closely with clinical leaders to coordinate effective service delivery

Supporting recruitment, onboarding, training and development of clinic support staff

Establishing clear expectations, processes and accountabilities across operations

Supporting the implementation of new services, systems and operational initiatives

Building consistency in the way our clinics operate while recognising the individual needs of each location

Contributing to the continued growth and development of CHG

About You

You are an experienced operational leader who knows how to create an environment where people understand what is expected of them, take ownership and deliver a consistently high standard of service.

Experience within a clinic, healthcare or similar customer-facing environment will be particularly valuable. You understand that great operations are about much more than keeping the diary moving. They require strong leadership, capable teams, effective systems and a genuine focus on the experience of patients, clients and clinicians.

You are comfortable being visible and connected to the operation without needing to personally manage every issue. You know when to step in, when to coach and when to empower your team to take ownership.

You will bring:

Experience leading operations, customer experience or service delivery teams

Experience within a clinic, healthcare or other fast-paced service environment, ideally supporting multidisciplinary clinical teams

Strong people leadership skills with the ability to build an engaged, capable and accountable team

A genuine focus on creating an exceptional patient and client experience

Experience improving systems, workflows and operational processes

Confidence using data and KPIs to understand performance and drive improvement

Strong organisational skills and the ability to oversee competing priorities across multiple locations

Commercial awareness and an understanding of how effective operations and customer experience contribute to productivity and business performance

Strong communication and stakeholder management skills

A proactive, solutions-focused approach with the ability to identify issues, establish solutions and build sustainable ways of working

Why Join CHG?

This is an opportunity to take ownership of operations and customer experience within a growing healthcare business and have a genuine influence on how our services are delivered.

You will work closely with clinical and business leaders, lead a key operational team and have the scope to strengthen the people, systems, processes and customer experience that sit behind our clinical services.

If you are an experienced operations leader who knows how to build capable teams, improve service delivery and create an exceptional customer experience, we would love to hear from you.