Client Services Operations Manager

Chandler Macleod; City of Melbourne; On-site; AUD 115,000 - 125,000; Full time

Job summary

Chandler Macleod is seeking a seasoned Operations Manager to lead a large, shift-based workforce in a 24/7 customer service operation. You will drive service delivery, balance people, performance and customer expectations, and report to senior operational leadership.

Ideal candidates will have a proven ability to manage complex operations, supervise frontline leaders, and optimize KPIs while navigating peak demand and disruption.

Qualifications

• Experience leading large teams in fast-paced service environments.
• Proven track record delivering customer outcomes while maintaining operations performance.
• Strong stakeholder management and client relationship skills.

Responsibilities

• Lead a large operational workforce across a 24/7 environment.
• Drive service excellence and ensure customer commitments are met.
• Coach frontline leaders to build a high-performing, accountable culture.

Skills

Large team leadership

Shift-based team management

Customer service delivery

Stakeholder management

Workforce planning

Rostering

Labour cost control

Continuous improvement

Safety & compliance

Operational decision-making

Job description

AUD 115000 - 125000 per annum, + Superannuation

Operations Manager - 24/7 Customer Service Operations

Our client is a leading global service provider operating within a fast-paced, highly regulated, customer-facing environment. They are seeking an experienced Operations Manager to lead a large, multi-disciplinary workforce responsible for delivering exceptional customer outcomes within a complex 24/7 operation.

This is a highly visible leadership opportunity suited to an operational leader who thrives under pressure, leads from the front, and has a proven track record managing large teams, critical service delivery requirements, and key stakeholder relationships.

Whether your background is in transport, logistics, facilities management, hospitality, healthcare, retail operations or another high-volume service environment, we are keen to speak with leaders who understand how to balance people, performance and customer expectations.

The Opportunity Reporting into senior operational leadership, you will take ownership of day-to-day service delivery while ensuring operational, commercial and customer performance objectives are consistently achieved.

You will lead a team of frontline leaders and a sizeable shift-based workforce, ensuring the operation remains responsive, efficient and customer-focused, particularly during periods of peak demand, disruption and changing operational requirements.

This role requires a hands‑on leader who is equally comfortable engaging with frontline employees, managing client relationships and making critical operational decisions in real time.

Key Responsibilities:

• Lead a large operational workforce across a 24/7 environment.
• Drive service excellence and ensure customer commitments are consistently achieved.
• 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.
• Drive continuous improvement initiatives through data analysis and performance insights.
• Manage employee relations matters including performance management, coaching and workplace investigations.
• Champion safety, compliance and quality standards across all aspects of the operation.
• Contribute to financial performance through effective cost control, workforce management and operational efficiency.

About You You are an experienced operations leader who has successfully managed large teams within a fast‑paced service environment and understands the importance of delivering outstanding customer outcomes while maintaining operational performance.

You will bring:

• Proven experience managing large, shift-based operational teams.
• Strong leadership skills with the ability to motivate and develop frontline leaders.
• Experience managing customer service delivery within a complex operational environment.
• Demonstrated success improving operational performance and service standards.
• Strong stakeholder management and client relationship skills.
• Experience managing workforce planning, rostering and labour costs.
• The ability to remain calm, decisive and solutions-focused during periods of disruption or operational pressure.
• Sound experience dealing with employee relations, performance management and workplace compliance requirements.
• Strong commercial acumen and a continuous improvement mindset.