Operations Lead

OPERATIONS LEAD 🐾 ABOUT FETCH Fetch is how modern pet parents give their pets the best care 🐶🐱. One pink app 🩷 for insurance, health, and care – easy, fair, and kinda fun. We’ve raised our Series A from Lightspeed and Airtree, customers love us (rated #1 by Choice Magazine!), and we’re growing fast. We’re looking for an ambitious customer operations leader to build and lead our customer-facing team while designing the systems, automation and processes that scale an exceptional experience for every pet parent. Location: Sydney (Hybrid) or Remote Employment type: Full-time Compensation: Competitive Series A salary + meaningful equity 🚀 YOUR ROLE Lead and scale one of Fetch’s core frontline functions. This is a hands-on operational leadership role, for someone who loves building. You will own the day-to-day performance, rhythm and standards of a critical function such as Claims or Onboarding. You will lead a frontline team delivering amazing customer outcomes through our app-first, AI-supported model. We are still small enough that your impact will be obvious but big enough that structure, discipline and clear accountability matter. 🎯 WHAT YOU’LL DO LEAD PERFORMANCE - Coach and develop a high-performing frontline team - Set clear expectations and run consistent 1:1s and performance conversations - Build engagement while maintaining high standards OWN DAILY OPERATIONS - Manage queue performance, workflows and capacity - Protect service levels and turnaround times - Step into complex cases and escalations when needed BUILD THE OPERATING SYSTEM - Help design metrics, dashboards and weekly cadences - Turn messy reality into simple, scalable systems - Work with our technical vet leads to build playbooks and training so “great” is consistent IMPROVE AND AUTOMATE - Partner with Product and Engineering to automate the right work - Help design effective human + AI workflows with clear handoffs and escalation paths - Use operational insights to drive system and process improvements PROTECT QUALITY AND FAIRNESS - Ensure processes are followed consistently - Oversee complaints and escalations within your team - Maintain strong alignment with Technical Leads and Risk & Compliance You will carry clear accountability for team engagement, operational performance, quality and compliance. 💖 WHY YOU’LL LOVE IT - You will shape how a modern digital insurance operation runs - You will lead a high-impact team - You will influence product and automation decisions directly - You will help to build systems and products that thousands of pet parents rely on 🧠 ABOUT YOU You combine operational discipline with practical leadership and high agency. - Have built or scaled operations in a startup or high-growth environment - Have led frontline teams and delivered measurable performance improvements - Are comfortable running metrics, dashboards and workforce management systems - Think in systems and improve them relentlessly - Have experience in a regulated environment such as insurance, health or fintech - Are confident having performance conversations - Stay calm and decisive in ambiguity - Evidence of delivery of amazing customer service Pet insurance experience is helpful, not essential. 🎁 WHAT IT’S LIKE HERE - Competitive Series A salary + meaningful equity - Hybrid working - 5 weeks annual leave - Two team get-togethers each year - Office dogs for cuddles and interruptions 🐶 ✉️ HOW TO APPLY Send us your CV and a short note covering: - The best operational system, process or workflow you’ve built (or rebuilt) and what you changed - The most “magical” customer or claims experience you’ve given someone - What you’d fix first at Fetch, and why