Frontline Operations Manager – Roadside Assistance

About the role

We are seeking a Frontline Operations Manager to lead our Roadside Assistance team for the North West region of NRMA. In this permanent full‑time position you will oversee approximately 30‑40 field staff, ensuring safe, efficient and high‑quality service delivery to our members.

Key responsibilities

• Recruit, retain, develop and reward a team of Roadside service providers.
• Manage performance and behavioural issues through coaching, counselling and formal performance management.
• Maintain alignment of objectives across the team and coordinate with local union representatives.
• Oversee day‑to‑day service delivery operations and quality assurance activities.
• Analyse financial and commercial data to identify issues or opportunities.
• Act as first point of contact for safety incidents and lead incident response.
• Support stakeholder engagement and foster effective industrial relationships.

Required profile

• Proven experience managing service delivery operations in diverse, field‑based environments.
• Demonstrated ability to lead teams through change and provide effective performance feedback.
• Strong communication, negotiation and conflict‑resolution skills.
• Business acumen with experience implementing strategic plans at the front line.
• Valid NSW driver’s licence.

Required skills

What we offer

• Progressive flexibility, leave and well‑being benefits.
• Travel discounts on SIXT car rental, cruises and NRMA Holiday Parks.
• Complimentary myNRMA membership with free roadside assistance and discounts.
• Opportunities to grow, progress or relocate within the NRMA Group.
• Inclusive workplace that welcomes diverse backgrounds.