Manager - Customer Operations

Role:

Direct Manager:

Location

A bit about us

At Packapill, we are on a mission to advance the future of healthcare in Australia with on-demand GP telehealth consultations & medicine fulfillment and delivery within 3 hours. Our business operations are run in Australia, while our backend operations (tech, operations & support) are run in Chennai, India.

We are a team of talented individuals with diverse backgrounds, working towards delivering on-demand healthcare to Australians.

About the role

Customer Service Operations Manager

Key Responsibilities:

1.

• Lead and manage live day-to-day customer service operations to ensure high levels of customer satisfaction and team performance.
• Develop, implement, and continuously improve standard operating procedures (SOPs), service strategies, and workflows to enhance efficiency and scalability.
• Drive adoption of tools, technologies, and automation to improve team productivity, self-service capabilities, and real-time reporting.

2.

• Recruit, onboard, train, and develop customer service team members, including team leads, supervisors, and front-line representatives.
• Coach and mentor team leaders to foster a high-performance, customer-centric culture.
• Promote continuous learning and professional development within the team
• Prepare and deliver performance reports and presentations to senior management.

3.

• Monitor key performance indicators (KPIs) such as CSAT, NPS, FCR, AHT, SLA, and resolution rate, and take corrective actions to meet or exceed targets.
• Manage customer escalations and complex issues with professionalism, empathy, and a solution-driven mindset.
• Ensure all team members follow escalation processes, policy changes, and service protocols consistently.
• Deliver clear and concise performance reports, insights, and improvement plans to senior management.
• Support workforce planning, including forecasting, scheduling, and capacity management to optimize resource utilization.
• Regularly analyze customer feedback and service data to identify pain points and implement service improvements.

Expectations:

Strategic Planning:

Operational Organization:

Performance Monitoring & Control:

4.

Working relationships

• Internal

  - Operations & Support Teams

• External

  - Patients, Doctors, and Pharmacists

About you

Working in a startup is different. You need to be smart, resilient & self-motivated. You like (calculating) risk taking, grabbing the initiative, and tackling a big challenge. You must be a constant learner, be curious & willing to challenge the status quo. You have strong analytical skills and enjoy using data for better decision making. You are motivated by finding better ways of doing things.

Bonus points if you have

• Prior startup experience
• Prior experience in SME/supervisor role in customer operations

Remuneration

• Base salary commensurate with skill & experience

Our expectations

We are a fast-paced start-up that often has large, changing projects that require all hands-on deck. We offer a flexible work environment and in turn expect our people to be able to adjust their workload and working hours to be available when demanding projects arise.

If you do not meet all the requirements but you are aligned with our mission, values and are a fast-learning, hard-working individual - please apply! We would love to hear from you and immensely value the diverse skills, experience, and ideas you can bring to the team.