Continuous Improvement and Integration Lead

We are a full-service GP provider, re-imagining primary healthcare access through a mobile app and exceptional customer experiences. The Tend customer journey focuses on understanding individual needs and tailoring services accordingly, with people at the core of our approach.

The Integration and Continuous Improvement Lead is responsible for managing all aspects of Tend's clinic integration program, including escalations and critical issues, and driving continuous service improvements. You will support newly acquired clinics during their transition into the Tend network, guiding these practices through significant change to ensure a smooth and successful integration process.

Leveraging operational leadership, change management, and crisis management experience, this role oversees complex clinic integrations and ensures smooth operations. Using systematic problem-solving and a proactive approach, you will help expand the Tend network.

This role involves travel across New Zealand as we continue integrating clinics. Flexibility and adaptability are essential. You will report directly to the Chief Experience Officer.

Key responsibilities :

• Lead team management in change management to ensure smooth clinic integration into the Tend network.
• Oversee all aspects of the clinic integration program from planning to full operation, with executive support.
• Manage complex timelines, ensuring operational, cultural, and online alignment within set deadlines.
• Coordinate cross-functional teams across clinical, operational, marketing, and technology sectors during integration.
• Improve integration processes based on lessons learned and feedback.
• Maintain detailed documentation and knowledge base on integrations.
• Support new product development initiatives when not managing integrations.
• Coordinate the rollout of new services across the clinic network.
• Assist with process improvements and system optimizations.
• Collaborate with leadership on strategic initiatives requiring operational expertise.

Experience :

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