Summary
Work History
Overview
Education
Skills
Interests
Work Availability
Work Preference
Websites
Timeline
74
Courtney O'Loughlin

Courtney O'Loughlin

Perth,WA

Summary

I specialise in untangling complex workflows, translating ambiguity into actionable strategy, and building operational infrastructure that scales with people in mind. Whether it's launching internal products, enabling data-driven decisions, or driving adoption of new tooling, I bring structure, storytelling, and collaboration to the teams I support.


I'm passionate about:

  • Diving into operational black holes to create clarity, streamline processes and bridge the gaps.
  • Aligning business systems with company strategy and creating a culture of empowered users.
  • Bringing teams together to inspire engagement through reducing silos and improving ways of working.

Work History

Product Owner - SaaS, Integrations

Healthengine
02.2025 - 11.2025
  • Owned the product vision and roadmap for SaaS products and their cross team impacts, ensuring alignment with strategy, compliance, and measurable outcomes.
  • Lead and collaborated with cross-functional teams of Engineers, Designers, and Engineering Managers to deliver impactful, high-quality releases.
  • Translated business goals into actionable user stories and delivery plans that balance technical feasibility with customer value.
  • Drove product activation and adoption through training, marketing communications, and data-led iteration using Redash and Adobe Analytics.
  • Onboarded and mentored Product Managers and Product Owners, strengthening discovery, prioritisation, and stakeholder communication.
  • This role was part-time during Feb–Aug 2025, while we worked to restructure the role and team associated with Business Systems Manager, and then increased to full-time capacity from Sep 2025, while we did the same in our Product department.

Business Systems Manager

Healthengine
12.2023 - 08.2025
  • Cross-Functional Communication: Acted as the link between technical and operational teams, translating strategy into scalable system solutions.
  • Executive Support: Partnered with the CTO and Executive Leadership Team to define and track company OKRs at executive, company-wide and team levels. This reduced the ideation phase with the executive team by 2 hours a session and our regular OKR check in sessions by at least 30 minutes per weekly meeting.
  • Process Optimisation: Identify and implement process improvements, enhancing operational efficiency and productivity. Such as, reviewing and improving a compliance process for our Customer Support team's internal process, which in turn saved them up to 3 hours a week, per Support Consultant, in processing time.
  • Stakeholder Engagement: Liaise with engineering, design, customer success, finance, and operations teams to gather requirements and deliver tailored system solutions.
  • Strategic Leadership: Led change management across departments to embed new systems and workflows. Leveraging continuous improvement and documentation to reduce double handling, increase visibility and make space for the team to move away from the mundane and work in a more impactful way for a greater contribution to the business's goals.
  • This role was full-time from Dec 2023 – Feb 2025, the capacity of this role was then wound down to part-time.

Product Manager - SaaS

Healthengine
06.2023 - 12.2023
  • Product Development: Led end-to-end delivery of key SaaS features improving compliance and efficiency for healthcare practices.
  • Cross-Functional Collaboration: Partnered with Engineering, UX, Legal, Marketing, and Customer Success to design and launch products such as Bulk Bill Consent, Patient Search.
  • Internal Stakeholder Management: Engaged with Engineering, Design, Marketing, Customer Success, Legal, and Finance teams to align feature development with business priorities, user needs, and technical feasibility. Reducing silos and increasing communication to bridge formerly fractured teams, allowing for faster, smoother and more collaborative delivery and ways of working.
  • Requirements Gathering: Conducted discovery online, in-person and asynchronously to validate needs, align technical solutions, and manage regulatory risk.
  • Risk Management: Identified and mitigated risks related to feature adoption, regulatory compliance, and technical constraints, ensuring smooth deployment of new SaaS functionalities.
  • Leadership and Coaching: Built onboarding material and provided mentoring for new and transitioning Product Managers. This created a supportive and clear learning path for people new to Product, which empowered them to be successful, while reducing onboarding time. This led to 5 out of 6 Product Managers successfully passing their probationary period.

Associate Product Manager - SaaS, Marketplace

Healthengine
01.2022 - 06.2023
  • Backlog Grooming: Managed the backlog with a level of detail, and prioritised items to deliver strong short-to-medium term outcomes.
  • Market Research: Conducted competitive analysis to identify opportunities for product differentiation and growth, in addition to market research through various methods which include, but not limited to, in-person and online customer interviews, customer advisory boards, and user surveys.
  • Product Support and Development: I led the development of our Integrated New Patient Forms, along with our non-integrated Custom Forms and contributed to the development of features such as off-platform bookings and booking notifications. The Integrated New Patient Forms product later became the key enabler to allow Healthengine to expand into the Specialist market and secure partnership with a leading Practice Management Software vendor in the Specialist vertical.
  • Stakeholder Engagement: Liaised with internal stakeholders to gather requirements and deliver Marketplace and SaaS products for our customers and users.
  • Strategic Planning: Gathered product feedback as well as user and customer insights; advocating for their needs and translating it into actionable items and input to product leaders to inform strategic thinking.

Tier 2 Technical Support Consultant

Healthengine
05.2019 - 01.2022
  • Technical Troubleshooting & Issue Resolution: Diagnosed and escalated complex technical faults by working closely with Customer Support, Product, and Engineering teams. This reduced time spent triaging with customers from an average of 4-5 contacts to an average of 1-2 contacts per issue, which improved bottlenecks, and made for faster resolutions.
  • Product Release Support: Assisted in testing and deployment of new product features, gathering real-time feedback from customers to contribute to the development of quality products that provide relevant impact and value for our users. This allowed our Product Team to iterate faster and make pivots, when necessary, in the early development phase, rather than wait until further down the line.
  • Training & Enablement: Conducted product training sessions and provided coaching for Customer Success teams, enhancing technical proficiency and service delivery. This training was delivered in a range of ways; online, in-person, via webinars and through guides and training materials.
  • Process Improvement: Identified inefficiencies and proposed practical technical and non-technical solutions to streamline internal workflows and improve business efficiency. This included document control and management to ensure visibility of changes throughout the wider business.

Tier 1 Technical Support Consultant

Healthengine
08.2016 - 05.2019
  • Customer-Facing Technical Support: Resolved Tier 1 technical issues, liaising with customers and internal teams to troubleshoot product, integration, and account-related concerns.
  • Knowledge Management Systems: Operated and maintained knowledge bases using platforms such as Confluence, JIRA, Zendesk, Product Board, and Salesforce, to improve accessibility and visibility of information within the business.
  • Process Documentation & Templates: Created standardised support documents and templates in Confluence, Zendesk, and Google Suite, ensuring consistent responses and issue resolution.
  • Process Improvement: Through documentation, templates, improving ways of working and processes, I was able to reduce the SLA for our Customer Support team from 7 business days down to 2 business days, before moving onto a promotion into Tier 2 Technical Support Consultant.

Medical Receptionist

Fremantle Dermatology
08.2015 - 08.2016
  • Duties involved: Patient Appointment Coordination, System Administration, Administrative and Front Desk Support.

Overview

10
10
years of professional experience

Education

Google Project Management Certification -

Coursera
11-2025

Learning Data Analytics -

LinkedIn
01.2021

Customer Service Foundations -

LinkedIn
05.2020

Certificate III in Business -

Aspire Performance Training
Leederville, WA
01.2011

Skills

  • Leadership & Strategy: Cross-Functional Team Leadership Executive & Stakeholder Engagement Change Management
  • Process & Systems: Process Improvement Workflow Optimisation Data-Informed Decision Making Risk & Compliance Alignment
  • Delivery & Execution: Agile & Lean Delivery Project Coordination OKR Planning Documentation & Enablement
  • Technical & Tools: SaaS Platforms Salesforce JIRA Confluence Notion Redash Microsoft 365 Google Workspace

Interests

Outside of work, I’m passionate about health and fitness, with a history of power lifting and strength training


I love empowering women in tech and business, coaching emotional intelligence and adaptability, and sharing practical systems thinking that helps people move faster with less chaos - whether that be in business through operations and being a generalist or helping family and friends with spreadsheets for their latest holidays, budgeting and goal setting

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full TimeContract WorkGig WorkPart Time

Location Preference

RemoteHybrid

Important To Me

Career advancementFlexible work hoursPersonal development programsCompany Culture

Websites

Timeline

Product Owner - SaaS, Integrations

Healthengine
02.2025 - 11.2025

Business Systems Manager

Healthengine
12.2023 - 08.2025

Product Manager - SaaS

Healthengine
06.2023 - 12.2023

Associate Product Manager - SaaS, Marketplace

Healthengine
01.2022 - 06.2023

Tier 2 Technical Support Consultant

Healthengine
05.2019 - 01.2022

Tier 1 Technical Support Consultant

Healthengine
08.2016 - 05.2019

Medical Receptionist

Fremantle Dermatology
08.2015 - 08.2016

Google Project Management Certification -

Coursera

Learning Data Analytics -

LinkedIn

Customer Service Foundations -

LinkedIn

Certificate III in Business -

Aspire Performance Training

Similar Profiles

CREATE PROFILE
Courtney O'Loughlin