Head of Operations & Member Experience

About Health Roundtable and the Role

For nearly three decades, Health Roundtable has supported over 200 hospitals in Australia and New Zealand to enhance patient outcomes through data insights. As the region's largest health data and AI decision support organization, we are currently undertaking a significant digital-first transformation. This ambition is not about cost-cutting but a strategic commitment to long-term value by embedding AI and improving decision-making tools clinically and operationally.

We are seeking a visionary Head of Operations & Member Experience to lead this transformation by collaborating with Health Roundtable’s experts and Beamtree’s teams to translate strategy into tangible results while preserving the trusted human connections we have established with hospitals.

Key Responsibilities

• Lead the digital advancement of Health Roundtable’s platform by collaborating with subject matter experts, Advanced Analytics, and ICT teams to enhance data usability, optimize notifications, and accelerate benchmarking capabilities for members.
• Implement AI features and natural language query tools to minimize manual processes and empower clinicians and health executives to make faster, more confident data-driven decisions.
• Oversee the complete product roadmap, including prioritization with internal stakeholders, backlog management with the Technical Lead, and facilitation of sprint planning and retrospectives.
• Drive discovery and requirements gathering processes that convert member feedback into actionable user stories alongside UX designers, Program Directors, and the Head of Transformation & Community.
• Ensure platform integrity and data governance via standard operating procedures for user access, incident analysis, and systemic issue detection across all program areas.
• Manage the quarterly planning cycle, from prioritization workshops and delivery plans to team updates, aligned with Health Roundtable’s strategic roadmap.
• Own user acceptance testing for new platform releases, including test plan development and sign-off authority.
• Lead member communications and change management efforts to deliver accurate and timely information about platform incidents and updates.
• Develop and implement a member engagement framework that addresses feedback systematically and represents member voices in product and service decision-making.
• Cultivate strong relationships that transform hospital members into enthusiastic advocates of Health Roundtable.
• Coordinate flagship events such as Better Together and the Innovation Showcase.
• Manage and mentor a small but high-performing team, fostering accountability and exemplifying Health Roundtable and Beamtree's values.

Candidate Profile

• Proven success in leading transformational change and digital enablement, with the ability to translate strategy into operational results.
• Experience managing digital product operations including roadmap oversight and backlog prioritization.
• Strong leadership skills with a track record of motivating, developing, and holding accountable small teams.
• Excellent stakeholder management and relationship-building skills across clinical, operational, and executive levels.
• High commercial acumen and ability to operate both independently and collaboratively within complex stakeholder environments.
• Willingness and capacity to travel as necessary.
• Preferred experience includes working within membership or subscription-based organizations, familiarity with the ANZ healthcare sector and its operational context, knowledge of healthcare data analytics or benchmarking platforms, and collaboration with health technology vendors or clinical informatics teams.
• Qualifications in program management, product development, healthcare, business, or related fields are advantageous.

Additional Information

Candidates selected for this role may be subject to background checks including criminal history and reference verification.

If you are enthusiastic about driving digital transformation that delivers lasting benefits to healthcare systems in Australia and New Zealand, we encourage you to apply.