Field Operations Manager – Roadside Assistance

About the role

Lead and develop NRMA Patrol teams to deliver exceptional roadside assistance across the Sydney North‑West region. This hands‑on leadership role involves coaching field staff, driving operational performance, championing safety and shaping the future of the service.

Key responsibilities

• Recruit, retain, develop and reward a team of 20‑40 road service providers, both employees and contractors.
• Manage performance and behavioural issues using coaching, counselling and performance‑management techniques.
• Travel regularly across the patrol network to hold one‑on‑one meetings, provide coaching and maintain strong team engagement.
• Develop and maintain industrial relationships with local union representatives.
• Support day‑to‑day service delivery activities and analyse financial and commercial data to identify issues or opportunities.
• Act as first point of contact for safety incidents and manage quality‑assurance activities.

Required profile

• 5+ years’ experience managing service‑delivery operations in a field‑based, often unionised environment.
• Proven ability to understand and apply technical information and to implement strategic plans on the front line.
• Highly developed capability in building and motivating teams with strong communication and negotiation skills.
• Current NSW driver’s licence with a safe driving record.

Required skills

• Experience in performance management, coaching and stakeholder engagement.
• Ability to analyse financial and commercial information.
• Knowledge of safety incident response and quality‑assurance processes.

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 on groceries, movies, gyms, attractions and more.
• Discounts on NRMA personal insurance products.
• Opportunities to grow, progress or relocate within the NRMA Group.