Care Excellence Lead

Role Description

This role owns the operational excellence, quality, and reliability of a Care Excellence team across 24x7 support operations. It is critical to manage provider deployments for specialised services, scale operations, improve the user experience, ensure the right care pathways for users, lead incident investigations, drive strategic care initiatives, and own Care Excellence performance, risks, and insights. You will lead a team of Specialists & Associates, stay close to complex and sensitive work, and shape how Care Excellence operates across channels, care models, and escalation paths.

• Ownership, SLAs & Performance Management
  • Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience.
  • Monitor team performance, productivity, QA outcomes, and SLA adherence.
  • Proactively identify risks, trends, and gaps and drive corrective actions.
  • Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods.
• Metrics, Insights & Reporting
  • Be the single owner for Care Excellence team metrics, dashboards, and insights.
  • Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations.
  • Highlight key risks, trends, improvements, and trade-offs based on the insights.
  • Partner with stakeholders to continuously improve metric definitions and reporting quality.
• High-Risk Deployments & Incident Management
  • Be directly involved in all critical deployments, launches, or operational changes impacting care excellence.
  • Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures.
  • Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows.
• Strategic Projects & Care Model Development
  • Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams.
  • Own exploration and setup of Care Excellence call-based support and other care delivery mediums.
  • Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models.
• White-Glove & Enterprise User Experience
  • Ensure elevated service standards for white-glove and enterprise users.
  • Act as escalation owner for sensitive or high-impact enterprise cases.
  • Align closely with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reporting.
• People Leadership & Capability Building
  • Lead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building, while partnering with Specialists on roster management to ensure effective 24/7 coverage.
  • Build team readiness for complex, high-risk, and enterprise-grade care scenarios.
• Process Improvement & Cross-Functional Collaboration
  • Identify manual, repetitive, or high-risk workflows and propose scalable improvements.
  • Work with Product & Tech teams on automation and tooling.
  • Maintain accurate SOPs, documentation, and knowledge bases.
  • Represent Care Excellence insights in cross-functional and leadership forums.

Qualifications

• 4 to 6+ years of experience in operations, support, or service delivery roles in a tech company.
• Comfortable providing shift flexibility to address or ensure coverage during critical escalations, high-risk, or no coverage situations.
• Proven experience leading remote/global teams in SLA-driven, high-volume environments.
• Strong RCA, problem-solving, and stakeholder management skills.
• Comfortable working with dashboards like FreshDesk, Zendesk, metrics, and operational data.
• Ability to balance empathy with decisiveness.
• Experience in 24x7 or global operations is a strong plus.
• Healthcare tech background is a plus.

Benefits

• Global company – work in a diverse environment with people from nearly 20 countries.
• Generous leave policy – time off to rest and recharge.
• Christmas week off – company-wide break during Christmas, separate from annual leave.
• Birthday leave – enjoy a day off on your birthday.
• Quarterly mental health days – one day off every quarter to focus on your wellbeing.
• Flexible work arrangements – work in a way that suits your lifestyle and goals.
• Work-life balance – a culture that values personal time and long-term wellness.
• Medical coverage – comprehensive insurance for peace of mind.
• Performance bonus – high performance is recognised and rewarded.
• Development budget - annual allowance to support your professional development.
• Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care.
• Socials and communities – regular non-work events/activities to connect and have fun together.