Senior Growth Operations Manager

Welcome to HotDoc!

Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 8 million app downloads in Australia.

The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 25,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists.

We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.

Role Purpose & Context

Virtually delivered services in primary care have expanded significantly post-covid, growing to over 5 million annual services, a circa tenfold increase in less than 5 years; to enable HotDoc to continue to deliver on its mission of Improving the healthcare experience for everyone in Australia, we recognise on-going investment in this area is critical.

As the Senior Growth Operations Manager, you will serve as a senior leader in our rapidly growing Virtual Care space.

You will be accountable for driving patient acquisition, engagement, retention and participation in HotDoc’s Virtual Care services, predominantly Telehealth On Demand (24/7). The right candidate will be a strategic problem solver, passionate about back engineering growth, experimentation and establishment of growth loops within high growth business areas.

What You’ll Do

• Lead and build a high performing team of growth operators whilst working in lockstep with Senior Product & Engineering Managers to deliver on HotDocs Virtual Care strategy for patients around Australia
• Plan, Test, Launch, Iterate and Productise the performance of core growth loops, campaigns and optimisation of owned channels (App + CRM) to drive new patient growth
• Analyze patient acquisition and retention data to drive insight and initiatives to improve conversion rate and LTV
• Influence senior leadership on strategic investment and resourcing against different growth bets, loops and channels to continuously support the growth of Virtual Care
• Be curious, and actively search for new acquisition channels that could improve our patient acquisition/retention efforts and support a seamless patient experience.
  
  

What You’ll Need

• Strong problem solving skills rooted in data driven insight that guide sound decision making, preferably with experience in experiment design (A/B testing, statistical analysis etc)
• A background in consumer growth with a digital platform or another consumer product or service company
• Strong financial acumen and data-driven decision-making skills with the ability to build bottom up forecasting models to back engineer growth from acquisition and monetisation levers
• Ability to analyze data in SQL (or low/no-code query builder) and advanced Google Sheets with an analytical mindset
• Strong ability to build alliances with cross functional peers; HotDoc has 11+ million patient accounts, many of which use HotDoc each month - your ability to build alliances with the teams that talk to them each and every day will be paramount
  
  

Stakeholders & Relationships

• Direct Manager - VP of Operations, Virtual Care: Blake Roberts-Settle
• Skip Level Manager - CEO/Founder: Ben Hurst
• Direct Reports - Growth Associate, Growth Marketer (CRM)
  
  

Basic Qualifications

Experiences, Capabilities & Qualifications

4+ years of data-driven growth and/or marketing experience

1 + years of marketplace experience (at minimum a general understanding of marketplace dynamics such as liquidity, pricing levers etc)

Proficiency in SQL or low/no-code query builders (ie Metabase)

Preferred Qualifications

Experience in HealthTech or related field

Reforge Marketplace Growth, Growth Series and/or Advanced Growth Certifications

What do our employees love about working for HotDoc?

Our people are at the heart of HotDoc. We are an employee first company, and recognise that we can’t provide a great patient experience if we don’t look out for our employees.

All HotDoc staff enjoy the flexibility to work from home and from our Melbourne HQ.

• Access to our comprehensive Health & Wellbeing Program
• A generous Learning and Development Budget
• Parental leave benefits program including paid baby sleep school, first aid courses and EAP for primary and secondary care givers
• Company wide events & activities at our HQ in Melbourne for all remote and hybrid staff to attend several times a year
• Private and confidential EAP program for all employees from day one
• In house Career and Strengths Coaching tailored specifically to every employee
  
  

Please note, we ask that all local staff make every effort to attend our Melbourne HQ once a week to better build relationships, get to know their teams and to meet the other members of staff they might not have the opportunity to during a normal working day.

HotDoc is a place where you can be you.

Our people are at the heart of HotDoc. We are an employee first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.

We celebrate diversity at HotDoc and we encourage applications from all backgrounds, communities and industries, and are

committed to having a team that is made up of diverse skills, experiences and abilities.

If you would like to find out more about how we celebrate diversity, please visit https://practices.hotdoc.com.au/diversity-inclusion-belonging/

If there are any alternative considerations you might require to perform this role or if there is anything we can do to assist you in the application process please let us know. We will do our best to make this a great experience for you.