CX Operations Lead

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 22,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists. We have ambitious goals to improve the patient experience for everyone in Australia with exceptional patient journeys and we’re looking for extraordinary individuals to help us get there.

Role Purpose & Context

At HotDoc, our mission is to enable the best possible patient experience for everyone in Australia. The Customer Experience Operations Lead sits at the heart of that mission, owning the end-to-end process by which customer insights become business decisions. You will lead a small, dedicated team whose remit spans gathering frontline feedback, translating it into clear recommendations and ensuring those recommendations are embedded into our product roadmaps and service standards. In this role you will:

Shape and steward the day-to-day operations of our Voice of Customer and Insights functions, ensuring every customer interaction is captured, organised and surfaced in a timely way.

• Partner closely with Product, Customer Success, Marketing and Engineering to prioritise customer-centric initiatives, balancing urgent issues with strategic, long-term improvements.
• Drive the systems and processes that underpin a best-in-class CX capability, from defining data governance rules in our feedback platforms to architecting repeatable workflows for cross-functional projects.
• Act as the operational glue across Customer and Product, translating qualitative feedback into quantitative goals, and ensuring deliverables land on time, on budget and with measurable impact

Why join HotDoc?

Join a purpose-driven team where your work directly impacts practices and patients across Australia. As our CX Operations Lead, you’ll play a pivotal role in ensuring every interaction with HotDoc drives better care.

Here’s what you can look forward to:

• Exciting challenges, impactful work: Be part of innovative projects that improve the patient experience and streamline practice operations. Every day, you’ll see how your efforts contribute to better healthcare outcomes.
• Collaborative environment: Work with a supportive team that thrives on shared successes and continuous improvement.
• Autonomy with Support: Enjoy the freedom to own your accounts and make impactful decisions, with your leader and team always there to back you up.

What will you be doing?

No day is the same in this role but in a typical month, you will be responsible for the following:

• Manage and mentor a small CX operations team to deliver high-quality insights and programs.
• Lead end-to-end mapping of critical customer journeys.
• Design and manage quantitative and qualitative research programs (surveys, interviews, focus groups) to capture the customer voice.
• Aggregate and analyse feedback from HubSpot, Zendesk, Intercom and other channels, applying thematic and sentiment analysis to surface trends.
• Translate insights into actionable recommendations, presenting clear business cases to senior leadership and product teams.
• Design, implement and maintain CX playbooks, SLAs, dashboards and escalation processes to ensure consistency and excellence.
• Define, track and report on KPIs (NPS, CSAT, CES, retention rates, time-to-resolution) via regular leadership reviews.
• Facilitate cross-functional workshops and stakeholder forums to prioritise and socialise customer-centric projects.
• Pilot and evaluate emerging CX technologies and research methodologies to keep HotDoc at the forefront of customer experience.

• What you must have to apply for this role
• Proven track record in customer service or CX management within a product-led SaaS or tech environment; minimum 3 years’ experience.
• Proficiency in analysing customer feedback, survey data and operational metrics; able to use data storytelling to influence decisions.
• Demonstrated ability to design and govern CX operations processes such as playbooks, SLAs, dashboards and escalation paths.
• Proficiency with platforms like HubSpot, Zendesk and Metabase for feedback management, CRM and analytics.
• Strong project-management skills; able to deliver in a fast-paced, cross-functional setting.
• Intermediate to advanced verbal and written communication skills with a confident, polished presentation style.

You’re just the person we’re looking for if you can demonstrate that

• You’re mission-driven, with a genuine passion for improving patient outcomes and healthcare experiences.
• You bring a strong sense of empathy, always putting the customer at the centre of every decision.
• You’re proactive in problem-solving, taking ownership and driving solutions through to completion.
• You have the confidence to challenge the status quo and advocate for thoughtful, constructive change.
• You’re a natural collaborator who builds trust-based relationships across diverse teams.
• You have an appetite for innovation, staying curious about new research methods, tools and technologies.

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.

• 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
• In office collaboration days where our teams participate in workshops and planning
• 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 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. If this is not possible please ensure you speak to the hiring manager during the recruitment process so we can assist with flexible working considerations if required.

HotDoc is a place where you can be you.

HotDoc prides itself in being an inclusive and diverse workplace; in fact, we celebrate it. 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.