Customer Operations Lead

Who are Heidi?

Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible.

We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients.

In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals — supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide.

Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health.

The Role

We’re hiring a Customer Operations Lead to help scale how Customer Success operates at Heidi.

This role sits at the intersection of operations, data, systems, and execution. You will work closely with Customer Success, Sales, Support, RevOps, Product, Engineering, and Data to improve how customer-facing teams work day-to-day.

Your job is to create operational clarity and leverage for the Customer Success organization. That means defining metrics, improving visibility, building dashboards, streamlining workflows, reducing operational friction, and helping teams focus on the highest-value customer work.

You will help build the operating layer behind Customer Success.

This is a hands-on role. You won’t just recommend improvements — you’ll build dashboards, refine workflows, define processes, improve tooling, drive projects forward, and help operationalize how the team works as Heidi scales globally.

What you will do

Build operational visibility

Define and track the metrics that matter across the customer lifecycle. Build dashboards and reporting that help teams focus on highest value work and leadership make better decisions.

Improve customer workflows

Design and improve operational processes across onboarding, implementations, support handoffs, escalations, nurture, upsell, and renewals. Ensure that customers are getting value at every stage and we're spending our time where it counts.

Create leverage for customer-facing teams

Identify operational inefficiencies and help reduce manual work through better workflows, automation, AI, reporting, and tooling improvements.

Partner cross-functionally

Work closely with Sales, RevOps, Data, Product, Engineering, and Support to improve systems, customer visibility, operational insights, and execution across the customer journey.

Drive operational execution

Help move important operational initiatives forward across the customer organization, bringing structure, follow-through, and accountability to cross-functional work.

Improve systems and tooling

Partner closely with Customer Systems and operational teams to improve how tools like HubSpot, Intercom, reporting systems, and customer workflows support the customer experience.

Build scalable operating rhythms

Help establish clear operational standards, reporting cadences, playbooks, processes, and team workflows that improve consistency and scalability.

Be a builder

Get into the detail, solve operational problems quickly, and help turn ambiguity into practical systems and execution.

What we will look for

• Experience in Customer Operations, Customer Success Operations, RevOps, Consulting, Business Operations, or similar operational roles in SaaS or healthcare environments

• Strong analytical skills and comfort working with metrics, dashboards, reporting, and operational data

• Experience improving workflows, processes, and operational execution in fast-moving environments

• Strong systems-thinking mindset with the ability to identify operational inefficiencies and simplify complexity

• Ability to build relationships, influence, and get results cross-functionally

• Practical and hands-on: willing to build, iterate, and execute directly

• Strong communicator who can bring structure and clarity to ambiguity

• Bias for action and ownership, with a willingness to solve problems and move quickly

• Healthcare experience is highly valued but not required

The way we work

1. Build to Last

We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day.

2. Own Your Practice

Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together.

3. Move Fast, Stay Steady

We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make.

4. Make Others Better

Honest feedback, steady support, and shared growth keep our teams improving together.

Why you will flourish with us

• Flexible hybrid working, with 3 days in the office

• Monthly $150 AUD benefit to invest in your physical and mental wellbeing

• Recharge Days after major milestones and busy periods

• A generous personal development budget of $1000 AUD per annum

• Become an owner, with shares (equity) in the company, if Heidi wins, we all win

• A one-time home office setup contribution

• 26 weeks paid parental leave for primary carers, 18 weeks for secondary carers

• A fertility support benefit of $10,000 AUD covering IVF, egg freezing or sperm freezing

• 10 days per year dedicated to supporting clinicians in maintaining accreditation

• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups

• If you have an impact quickly, the opportunity to fast track your startup career!

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and welcome all applicants as we're committed to promoting a culture of opportunity for all.