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About the Role

You will lead the Customer Operations team, responsible for Fetch's pet treatment support and claims experience. This role ensures every interaction is handled with care, decisions are made quickly and fairly, and the function operates with strong judgment, high standards, and operating discipline. You will coach the team, set standards, build processes, and partner with Product and Engineering to improve customer journeys and design human + AI workflows.

Responsibilities

Run a high-performance team: Coaching, feedback, hiring, capability-building; set clear expectations; bring strong rituals and cadence; drive culture of continuous improvement.
Own the daily operation: Queue health, turnaround times, capacity planning, and service levels - and stepping into escalations/complex cases when needed.
Build the operating system: Reporting/dashboards, playbooks, training, and escalation paths.
Design the end-to-end journeys: Make the pet treatment/claims experience seamless across humans, AI, and partners.
Partner with Product, Engineering, and Risk/Compliance: Turn customer + frontline insights into real improvements, remove friction, reduce repeat contact, improve decision clarity, and keep the operation consistent and compliant.

Requirements

Experience in a fast-paced, digital, customer-facing environment (high-volume, high-trust, high-standards).
Track record of delivering excellent customer outcomes (e.g., consistently high CSAT/NPS/reviews and fast turnaround times).
Proven people leadership: coaching and building a high-performance team, including confident performance conversations.
Strong judgment and empathy in difficult, emotional, or ambiguous situations.
Systems mindset: you improve the machine, not just the moment.
Comfort collaborating cross-functionally with Product and Engineering (and working well with Risk/Compliance constraints in regulated/high-trust environments).
Experience improving journeys through root-cause analysis and shipping product/process fixes.
Strong written communication and ability to set standards through playbooks and examples.

Skills

Coaching
Feedback
Hiring
Capability-building
Performance management
Capacity planning
Reporting
Dashboarding
Root-cause analysis
Cross-functional collaboration
Written communication

Location

Sydney (Hybrid)
Remote

Work Type

Hybrid
Remote

Experience Level

1-2 years away from a Head of Ops role

Salary/Compensations

Competitive Series A salary

Benefits

Meaningful equity
Latest MacBook Pro and a top setup
Two team retreats each year
Office dogs
Bean to cup coffee machine
Unlimited fruit and snacks
Toblerone on-tap

About the Company

Fetch is how modern pet parents give their pets the best care.
One app for insurance, health, and care – easy, fair, and kinda fun.
Raised Series A from Lightspeed and Airtree.
Rated #1 by Choice Magazine.
Growing fast.