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