Field Operations Leader: Roadside Assistance & Team Growth

My NRMA; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible leave

Travel discounts

Free NRMA membership

Insurance discounts

Career growth

Job summary

NRMA is seeking a Field Operations Manager - Roadside Assistance to lead and develop our Patrol team across the Sydney North-West region. You will coach, develop and engage a large field-based workforce, drive performance, champion safety and shape the future of roadside assistance as we evolve our services and technology.

The role is hands-on, requires travel across the Sydney North-West region, and offers a full-time permanent position shaping member experiences and service delivery.

Qualifications

• Tertiary level or technical trade qualification (preferred not essential).
• 5+ years in managing service delivery operations across service-based organisations.
• Proven ability to understand and apply technical information.
• Experience leading diverse, field-based teams (often unionised) through change.
• Strong team-building, motivation and communication skills.
• Negotiation, handling crucial conversations, and facilitating resolution.
• Proven business acumen and frontline implementation of strategic plans.
• Ability to foster stakeholder engagement and relationship development.
• A current NSW Driver’s Licence with safe driving record.

Responsibilities

• Recruit, retain, develop and reward NRMA Roadside service providers (approx. 20-40 FTE).
• Manage all performance or behavioural issues using coaching, counselling and performance management techniques.
• Support our field-based workforce with regular travel, coaching and engagement.
• Develop and maintain effective industrial relationships with local union representatives.
• Support day-to-day service delivery activities.
• Analyse financial and commercial information to identify issues or opportunities.
• Act as first point of contact for safety incidents and response.
• Implement and manage Quality Assurance activities.

Skills

People leadership

Coaching & development

Safety compliance

Communication skills

Stakeholder engagement

Change management

Education

Tertiary qualification in related field

Job description

NRMA is seeking a Field Operations Manager - Roadside Assistance to lead and develop our Patrol team across the Sydney North-West region. You will coach, develop and engage a large field-based workforce, drive performance, champion safety and shape the future of roadside assistance as we evolve our services and technology.

The role is hands-on, requires travel across the Sydney North-West region, and offers a full-time permanent position shaping member experiences and service delivery.