Job Description

About Better Health Company

At Better Health Company, we make better health easier for everyone. We design and deliver trusted, evidence‑based health programs that support people to make lasting, meaningful changes to their wellbeing. With almost 20 years of experience in health promotion, we partner with government and corporate organisations to deliver scalable, real‑world solutions across community, workplace, telehealth and digital settings.

We are passionate about reaching people who need it most, including those from low socio‑economic backgrounds, Aboriginal and Torres Strait Islander communities, and culturally and linguistically diverse communities. At our core, we are a purpose‑driven organisation committed to quality, integrity, and impact, and we are always looking for experienced leaders to help us continue to strengthen and grow our services.

About your new role

We are looking for an experienced Program Operations Manager to strengthen and evolve the performance, quality and day to day operations of our Service Delivery function. The role works across multiple programs, teams and contracts, and acts as the key contact point for how our services are delivered today and how they evolve over time.

Working closely with the Managing Director, you will provide hands on operational leadership across the Service Delivery function, supporting teams across Customer Service, Health Coaching and Operations. You will help ensure contractual obligations are met, participant and stakeholder experiences remain high quality and that our systems, processes, and data support consistent, scalable delivery.

This role is well suited to someone who enjoys balancing operational detail with big‑picture thinking, is confident leading others and brings strong judgement, structure, and calm leadership to complex service environments. This role would suit someone ready to step into a broader leadership position and continue building their management capability within a supportive, purpose‑driven organisation.

This is a full‑time, hybrid role based in our Abbotsford head office. The role is offered on a 1‑year fixed‑term basis with potential to extend for the right candidate and is expected to commence from approximately 20 July.

What you will be doing

Service delivery leadership and performance oversight

• Provide day to day leadership and coordination the Service Delivery function, supporting safe, consistent and high-quality service delivery in line with contractual and organisational requirements
• Manage and support team leaders helping them prioritise work, manage performance and build strong engaged teams
• Maintain visibility of service delivery performance, monitoring OKRs and operational metrics to identify risks, issues and improvement opportunities
• Balance short‑term operational demands with ongoing service improvement, workforce planning and quality standards

Systems, processes and continuous improvement

• Play a key role in maintaining and improving service delivery systems and processes to support effective, scalable operations
• Work closely with cross‑functional teams to optimise use of systems such as CRM, scheduling and reporting tools
• Support the implementation of service delivery changes, ensuring updates are documented, communicated and embedded into daily practice
• Ensure service delivery processes and documentation remain clear, current and practical for teams to use

Quality, participant experience and outcomes

• Promote high‑quality, participant‑centred service delivery across all programs with a focus on respectful, non-judgmental practice
• Support quality assurance and continuous improvement activities within the Service Delivery function
• Monitor participant experience, outcomes, attendance and completion data, using insights to inform service improvements
• Ensure issues, incidents and complaints are managed appropriately and in line with organisational processes

Data, reporting and governance

• Support service delivery data quality standards and ensure data is accurate, complete and reliable
• Oversee internal and external reporting, ensuring it is timely, meaningful and actionable
• Maintain clear service delivery documentation, data definitions and system governance in collaboration with relevant teams

What makes you a great fit

You are an experienced people and operations leader with a strong track record across health‑based organisations. You are confident leading teams, comfortable working within service environments and are able to balance accountability while supporting teams to do their best work.

You bring a practical systems mindset and care about data quality, reporting integrity and service efficiency. You are calm under pressure, pragmatic in your decision‑making and motivated by delivering high‑quality services that genuinely improve outcomes for participants and communities.

Your skills, experience and qualifications

• Tertiary qualification in a health‑related field (required)
• Several years of experience in operational or service delivery management roles within health or community services
• Demonstrated people leadership experience, including supporting or managing team leaders
• Experience delivering services under funding or contractual agreements with KPI and reporting obligations
• Confidence working with data, reporting and service delivery systems (experience with HubSpot or similar CRMs will be highly regarded)
• Excellent judgement, communication and stakeholder engagement skills
• A genuine alignment with Better Health Company’s values and commitment to inclusive, person‑centred practice
• A current Working With Children Check and National Police Check will be required prior to commencement

Sounds like your next role? Apply now!

To apply, submit your resume and cover letter via Seek or Employment Hero outlining your relevant experience and why this role interests you. Due to the high volume of applications, only shortlisted candidates will be contacted.

Better Health Company is an equal opportunity employer. We welcome applications from people of all backgrounds, experiences, and identities and are committed to building an inclusive workplace. This role is based in Melbourne and requires on‑site work due to the nature of the role.

For questions about the role or recruitment process, please contact Cecilia Airth, Service Delivery and Operations Manager, at cecilia.a@betterhealthcompany.org. Please note that applications submitted via email will not be considered.