Role Description An exciting opportunity to work with a leading digital mental health, adding value with your leadership and change management skills! - Permanent, Full-time - Fully remote – Sydney or Melbourne preferred - Not For Profit Salary packaging & benefits – package up to $18,550 per year! - Opportunity to make an impact on the lives of individuals affected by complex mental health, grief and loss issues About the role: The Operations and Service Optimisation Manager leads and oversees the design and implementation of a Services master roster and quarterly optimisation plans, as well as managing operational requirements and performance reporting for SANE’s digital psychosocial support services (RecoveryClub). Operating in a dynamic digital-first environment with services operating 24/7, the Operations and Service Optimisation Manager leads an operation team and is responsible for modelling and optimisation of safe, effective and supportive Service Delivery processes and operations. This hands-on leadership role requires practical and strategic thinking and is deeply ingrained in the services and digital teams to uplift day to day operations and support innovation. Key responsibilities of this role include, but are not limited to: - Strategic Development & Partnerships - Develop and implement optimisation plans, partnering with Digital & Innovation to improve systems, reduce admin load, and enhance staff experience - Manage third-party partnerships and lead transition to a 24/7 internal operating model with consistent support and escalation pathways - Oversee integration of new service streams and lead workforce scheduling optimisation - Provide data-driven insights, reporting, and operational input to support strategic planning and pilot program implementation - Operational Management - Oversee day-to-day service operations, ensuring continuity, workforce optimisation, safety, and effective demand management - Design and maintain master rostering, workforce planning, and operational procedures aligned to budgets and service targets - Manage recruitment, leave, contracts, invoicing, and compliance with NSQDMH standards - Support system upgrades, organisational change, and develop operational guidance and training resources - Manage a team that oversees a volunteer workforce and service - Lead with best practice, ensuring a high performing team - Quality & Safety - Monitor service performance, workforce risks, and digital safety, escalating issues with clear mitigation actions - Drive continuous improvement by identifying operational friction points and enhancing reporting capabilities with the Data team Qualifications - Practical, approachable and hands-on leader - Strategic thinker with a strong focus on innovation, customer experience, and omni-channel service delivery - Extensive experience leading contact centres, digital transformation, and operational optimisation - Strong financial acumen, including modelling, budgeting, and delivering on KPIs - Excellent communication and relationship-building skills, with a collaborative and supportive leadership style - Proven change management and stakeholder engagement capability, influencing across diverse teams - Continuous improvement mindset with high attention to detail and a proactive approach to learning - Resilient and outcomes-focused, balancing participant needs with service delivery goals and performance targets Requirements - Tertiary qualifications in Operations Management or equivalent - 5+ years’ experience in senior operations leadership - 2+ years’ experience in a team management role - Strong expertise in contact centre platforms (WFM, telephony, CRM) and workforce planning, including rostering, budgeting, and performance reporting - Advanced business analysis capability, using operational data to drive system, process optimisation, and implementation - Proven stakeholder engagement and change management experience, with ability to influence across all levels - Demonstrated success in delivering projects, improving operations, and developing procedures, training, and high-performing teams Benefits - A friendly and collaborative environment - Full remote work, with the opportunity to come into a Melbourne or Sydney based office - Additional week of leave after 12 months of service - Additional days of Cultural and Ceremonial Leave per year How to apply To apply, please submit your resume and cover letter by 29 May addressing the criteria below: - What qualifications do you have to support your application? - How many years of experience do you have in Operational Management? - How many years’ experience do you have leading a team? - What systems have you previously used? - Do you have the right to work in Australia? - Would you require any reasonable adjustments during the recruitment process? Please note: all SANE Employees are required to complete compliance checks including a National Police Check and Working with Children’s Check before start date.

Role Description - Develop long-horizon health-admin tasks with deterministic rubrics to evaluate agent performance against verifiable ground truth. - Build scenarios in Records and Visits, Medications and Labs, and Payer and Documentation to ensure accurate and structured outputs. - Evaluate medical timelines, medication schedules, and insurance appeals for consistency with ground-truth data and known outcomes. - Collaborate with AI labs to enhance agent evaluations in personal health navigation. - Work independently and asynchronously to meet deadlines and improve task quality and throughput. Qualifications - 3+ years as an RN, patient advocate, MA, or in a similar health-literate role. - Expertise in insurance appeals, payer navigation, lab result interpretation, medication management, or patient portal workflows. - Comfortable with creating and interpreting personal health artifacts like timelines and symptom logs. - Strong written communication skills to articulate reasoning and encode it into deterministic rubrics. Requirements - Application Process (Takes 20–30 mins to complete) - Upload resume - AI interview based on your resume - Submit form Benefits - N/A Company Description Recruiting 4 U, Why we have top talent we train them in BLS, ACLS, ASLS, premium Healthcare providers such as, Physician, PA, RN, LPN, when you need.

• Develop and Execute Engagement Strategies: Design and implement programs, initiatives, and activities that elevate employee engagement and morale, aligned with our mission, values, and business objectives. Manage planning, budgeting, communication, stakeholder management, and measurement of impact. • Employee Listening & Insights: Contribute to the design and execution of end-to-end employee feedback programs (e.g., surveys, focus groups, sentiment analysis) to measure employee experience and culture. Analyze data and feedback to inform actionable recommendations, driving accountability and continuous improvement. Partner with analytics teams to deliver real-time, stakeholder-first reporting and insights for data-driven decision-making. Report on key employee experience metrics and present findings to leadership. • Continuous Improvement & Innovation: Stay ahead of industry trends and best practices, boldly experimenting and learning quickly from outcomes to continuously elevate employee engagement. Pilot and implement new tools and processes that enhance satisfaction, retention, and innovation. • Culture Champions Community Management Experience: Develop and lead our Culture Champion program to cultivate our desired culture, ensuring it evolves with the organization’s growth and changing needs. • Event Planning Support: Support our community on how to organize employee events, support recognition programs, team-building activities, and wellness initiatives that foster community and connection. • Stakeholder Collaboration: Partner with HR, IT, Facilities, and business leaders to deliver integrated employee experience solutions. Serve as a trusted advisor and ambassador for employee experience, embodying our values and driving impactful results.

• Lead client onboarding: Gather requirements, understand client goals, and design tailored solutions using existing features or enhancements. • Manage implementation lifecycle: Oversee end-to-end onboarding with developers and designers, removing bottlenecks and ensuring timely, seamless delivery. • Serve as client liaison: Act as the primary contact during onboarding, managing communication, requirements, and escalations, while partnering with Customer Success Managers to strengthen relationships. • Own project scope: Manage contracts (SOWs, Order Forms) and ensure enterprise configurations integrate successfully with client systems. • Advance platform usability: Partner with product teams to identify and implement UX/UI improvements informed by client feedback and usage metrics. • Drive continuous improvement: Champion enhancements that align the platform with evolving client and business needs.