Care Excellence Lead
Job Description
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This role owns the operational excellence, quality, and reliability of a Care Excellence team across 24x7 support operations.
It is critical to manage provider deployments for specialised services, scale operations, improve the user experience, ensure the right care pathways for users, lead incident investigations, drive strategic care initiatives, and own Care Excellence performance, risks, and insights.
You will lead a team of Specialists & Associates, stay close to complex and sensitive work, and shape how Care Excellence operates across channels, care models, and escalation paths.
Ownership, SLAs & Performance Management
- Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience
- Monitor team performance, productivity, QA outcomes, and SLA adherence
- Proactively identify risks, trends, and gaps and drive corrective actions
- Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods
Metrics, Insights & Reporting
- Be the single owner for Care Excellence team metrics, dashboards, and insights
- Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations
- Highlight key risks, trends, improvements, and trade-offs based on the insights
- Partner with stakeholders to continuously improve metric definitions and reporting quality
High-Risk Deployments & Incident Management
- Be directly involved in all critical deployments, launches, or operational changes impacting care excellence
- Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures
- Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows
Strategic Projects & Care Model Development
- Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams
- Own exploration and setup of Care Excellence call-based support and other care delivery mediums
- Partner cross-functionally to design, pilot, and scale new care pathways, handoffs, and escalation models
White-Glove & Enterprise User Experience
- Ensure elevated service standards for white-glove and enterprise users
- Act as escalation owner for sensitive or high-impact enterprise cases
- Align closely with Commercial, Delivery, Clinical, and Engagement teams on delivery standards and reporting
People Leadership & Capability Building
- Lead and develop Associates and Senior Associates through regular coaching, performance check-ins, and ongoing capability building, while partnering with Specialists on roster management to ensure effective 24/7 coverage
- Build team readiness for complex, high-risk, and enterprise-grade care scenarios
Process Improvement & Cross-Functional Collaboration
- Identify manual, repetitive, or high-risk workflows and propose scalable improvements
- Work with Product & Tech teams on automation and tooling
- Maintain accurate SOPs, documentation, and knowledge bases
- Represent Care Excellence insights in cross-functional and leadership forums
Requirements
- 4 to 6+ years of experience in operations, support, or service delivery roles in a tech company
- Comfortable providing shift flexibility to address or ensure coverage during critical escalations, high-risk, or no coverage situations
- Proven experience leading remote/global teams in SLA-driven, high-volume environments
- Strong RCA, problem-solving, and stakeholder management skills
- Comfortable working with dashboards like FreshDesk, Zendesk, metrics, and operational data
- Ability to balance empathy with decisiveness
- Experience in 24x7 or global operations is a strong plus
- Healthcare tech background is a plus
Benefits
Why You’ll Love Working With Us:
- Global company – work in a diverse environment with people from nearly 20 countries
- Generous leave policy – time off to rest and recharge
- Christmas week off – company-wide break during Christmas, separate from annual leave
- Birthday leave – enjoy a day off on your birthday
- Quarterly mental health days – one day off every quarter to focus on your wellbeing
- Flexible work arrangements – work in a way that suits your lifestyle and goals
- Work-life balance – a culture that values personal time and long-term wellness
- Medical coverage – comprehensive insurance for peace of mind
- Performance bonus – high performance is recognised and rewarded
- Development budget - annual allowance to support your professional development
- Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
- Socials and communities – regular non-work events/activities to connect and have fun together
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Intellect
View Company ProfileIntellect (operating under intellect.co) is the premier, enterprise-grade digital mental health ecosystem, workplace wellbeing pioneer, and hyper-localized clinical care powerhouse engineered to operate as the definitive, high-velocity Employee Assistance Program (EAP), virtual coaching, and predictive mental health screening layer for global workforces and large-scale corporate organizations across Asia Pacific and internationally. The company completely eliminates the severe systemic friction of traditional workforce mental healthcare—where multinational enterprise employees face crushing societal stigma, high out-of-pocket therapy barriers, multi-week appointment delays, and disconnected, culturally unaligned counseling frameworks—by deploying an advanced, end-to-end preventative mental health matrix. Moving far beyond traditional, passive physical clinic models or simple standalone mindfulness applications, Intellect natively unifies a 24/7 immediate clinical triage helpline, certified behavioral health coaching, virtual and in-person psychiatric or psychological therapy care pathways, and a comprehensive library of self-guided cognitive behavioral therapy (CBT) modules into a single high-availability digital workspace. Serving over 4 million lives globally across more than 100 countries and available in 120+ localized languages, the platform empowers top-tier enterprise giants and healthcare institutions—including Merck, Philips, foodpanda, ByteDance, and Shell—to reduce employee burnout and optimize workplace productivity with production-hardened engineering precision. Under the hood, its sophisticated technical core—backed by $22.2M in elite venture financing from global powerhouses like Tiger Global Management, Insignia Ventures Partners, Y Combinator, and strategic hospital operator IHH Healthcare—coordinates secure multi-tenant data telemetry, cross-border clinical network dispatching, and strict regional regulatory compliance boundaries built to deliver data-driven organizational analytics without compromising individual employee anonymity. What sets Intellect apart is its uncompromising dedication to replacing reactive, crisis-driven mental health care with absolute preventative accessibility and workforce cultural resonance; by bridging the gap between performance-intensive conversational telemetry and immediate, empathetic clinical support, the enterprise remains the definitive, category-defining cornerstone of modern algorithmic corporate wellness and global mental health tech transformation.
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