Head of Retail Operations ANZ

Bloom Hearing Specialists ANZ; Milton; On-site; AUD 200,000 - 260,000; Full time

Job summary

WSA is seeking a senior leader to shape and execute retail operations strategy across Australia and New Zealand. You will drive performance, governance and cost control across a large network of clinics and retail sites, partnering with senior leaders to deliver transformational programs.

You will lead an experienced operations team, manage budgets and compliance, and develop scalable processes to improve customer outcomes and profitability.

Qualifications

• 10+ years leading retail operations across large networks.
• Experience building and executing scalable operations strategies.
• Proven budgeting across OPEX, CAPEX with profitability focus.
• Strong governance, SOP development, and compliance.
• Cross-functional leadership and change programs.
• Risk management and escalation leadership.
• Audit program management across multi-site operations.

Responsibilities

• Develop and execute the retail ops strategy for AU/NZ.
• Drive governance, performance management, and cost optimization.
• Oversee store infrastructure, procurement, and compliance.
• Lead budgeting for OPEX and CAPEX, ensuring profitability.
• Partner with senior leaders to deliver strategic initiatives.
• Coach and develop a high-performing ops team.

Skills

Retail leadership

Multi-site management

Budgeting (OPEX/CAPEX)

Governance & SOPs

Audit & compliance

Stakeholder mgmt

Workforce planning

Job description

Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

Join our Retail team across Australia and New Zealand and lead operational excellence across a large retail network. This role offers the opportunity to shape operations strategy, improve performance and support sustainable business growth while partnering with leaders across the organization.

What you will do

• Develop and execute the retail operations strategy across Australia and New Zealand, ensuring alignment with business objectives, network priorities and global frameworks
• Drive operational excellence and network performance through effective governance, performance management, process optimization and continuous improvement initiatives
• Lead oversight of retail support operations, property and clinic infrastructure, procurement, compliance and network development activities to support scalable business growth
• Manage operational budgets, OPEX and CAPEX investment planning, ensuring effective resource allocation, cost control and achievement of profitability targets
• Partner with senior leaders and cross-functional teams to deliver strategic initiatives, transformation programs and operational projects that enhance customer and business outcomes
• Lead, coach and develop a high-performing operations team while acting as the escalation point for significant operational, compliance, audit and business performance matters

What you bring

Experience

• 10+ years of experience in retail operations leadership, managing large multi-site retail or network environments and driving operational performance across geographically dispersed teams
• Experience developing and executing operational strategies that improve efficiency, scalability, customer outcomes and overall network performance
• Strong commercial acumen with experience managing OPEX, CAPEX, budgets, profitability targets and resource allocation across complex operations
• Solid knowledge of service delivery, operational excellence frameworks, governance, SOP development, compliance requirements and audit management
• Strong stakeholder management and influencing skills, with experience leading cross-functional initiatives, transformation programs and business change activities
• Experience in workforce planning, risk management and operational escalation leadership, with the ability to identify opportunities to enhance store performance and business outcomes.
• Experience managing compliance programs and audit processes across multi-site operations, ensuring regulatory adherence, mitigating risk and driving continuous improvement through audit outcomes.

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.