Head of Retail Operations ANZ

WSA – Wonderful Sound for All; Milton; On-site; AUD 180,000 - 260,000; Full time

Job summary

WSA – Wonderful Sound for All in Australia and New Zealand seeks an experienced Retail Operations Leader to shape our operations strategy for a large multi-site network. You will partner with senior leaders to drive governance, performance and continuous improvement while enabling sustainable growth. This role oversees property, clinics, procurement, budgeting and compliance across a broad network. You will lead a high-performing team and deliver customer-focused outcomes across markets.

Qualifications

• 10+ years in retail operations leadership across multi-site networks.
• Experience developing and executing operational strategies to improve efficiency and growth.
• Strong budgeting skills for OPEX, CAPEX and profitability targets.
• Solid governance, SOP development and audit management knowledge.
• Proven ability to influence stakeholders and lead cross-functional initiatives.
• Experience in workforce planning and risk management.

Responsibilities

• Develop and execute the retail operations strategy across Australia and New Zealand.
• Drive governance, performance management, process optimization and continuous improvement.
• Oversee retail support operations, property and clinic infrastructure, procurement, compliance and network development.
• Manage operational budgets, OPEX and CAPEX planning, ensuring cost control and profitability.
• Partner with senior leaders to deliver strategic initiatives and transformation programs.
• Lead, coach and develop a high-performing operations team and handle escalations.

Skills

Retail leadership

Strategic planning

Budget management

Stakeholder management

Cross-functional collaboration

Audit & compliance

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.

Sounds wonderful? We can't wait to hear from you.

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.