Operations Manager – 24/7 Customer Service Operations

About the role

The client, a leading global service provider, seeks an Operations Manager to lead a large, multi‑disciplinary workforce delivering 24/7 customer service from Tullamarine. Reporting to senior operational leadership, you will own day‑to‑day service delivery and ensure operational, commercial and customer performance objectives are met.

Key responsibilities

• Lead a large, shift‑based operational workforce across a 24/7 environment.
• Drive service excellence and consistently achieve customer commitments.
• Develop and coach frontline leaders to build a high‑performing, accountable culture.
• Manage workforce planning, rostering, leave management and labour utilisation.
• Build trusted relationships with key clients and stakeholders.
• Monitor and improve operational KPIs, productivity and service performance.
• Lead operational responses during incidents, service disruptions and peak demand periods.
• Champion safety, compliance and quality standards across the operation.

Required profile

• Proven experience managing large, shift‑based operational teams in a fast‑paced service environment.
• Strong leadership, stakeholder management and client relationship skills.
• Demonstrated success improving operational performance and service standards.
• Ability to remain calm, decisive and solutions‑focused during disruption or pressure.
• Experience handling employee relations, performance management and workplace compliance.
• Commercial acumen with a continuous improvement mindset.

Required skills

• Workforce planning and rostering.
• KPIs monitoring and data‑driven performance analysis.
• Incident and crisis management.
• Safety, compliance and quality assurance.