Operations Lead: Service Delivery & Care Coordination

Homage; Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Hybrid working: 3 days in Melbourne &

ESOP eligibility

Annual salary review

Employee Assistance Program

Leadership pathway to Head of Ops

Superannuation

Job summary

Homage Australia is seeking a hands-on Operations Manager to lead Service Coordination, fulfilment, and Incident Management across Melbourne. You will manage the Service Coordination team, improve reliability of care plans and build clear operating processes.

This role focuses on data-driven improvement, collaboration with Product and BI, and scaling operations with a hands-on leadership style. Hybrid work: three days in Melbourne CBD and two from home.

Qualifications

• Four or more years in operations, service delivery, workforce operations or related environment.
• Strong people leadership experience, including coaching and performance management.
• Experience leading high-volume, time-sensitive service delivery and rostering.
• Proven ownership of operational performance and measurable improvement in service reliability.
• Experience managing frontline workforce performance including cancellations, attendance and quality.
• Experience handling operational incidents, escalations, complaints or service-quality issues.
• Strong data literacy and structured root-cause problem solving.
• Experience building or improving SOPs, SLAs and operational processes.
• Ability to work effectively with Product, BI and cross-functional teams.
• Hands-on, adaptable leadership in a scaling business.

Responsibilities

• Lead end-to-end Service Coordination and fulfilment from referral to rostering and delivery.
• Define and implement SOPs and SLAs for ad-hoc and ongoing care plans.
• Drive Care Professional performance, engagement, and reliability.
• Oversee incident and complaint management with root-cause analysis and corrective actions.
• Track KPIs across fulfilment, retention, cancellations, reassignment and visit documentation.
• Coach and manage Service Coordination and Operations teams.
• Ensure strong operational processes with provider-account SLAs.
• Translate recurring issues into Product and BI requirements.
• Contribute to new workstreams across Support at Home, NDIS and workforce models.

Skills

Operations management

Leadership

Data-driven decision making

Stakeholder engagement

Process improvement

People management

Cross-functional collaboration

Service delivery

Data literacy

Job description

Homage Australia is seeking a hands-on Operations Manager to lead Service Coordination, fulfilment, and Incident Management across Melbourne. You will manage the Service Coordination team, improve reliability of care plans and build clear operating processes.

This role focuses on data-driven improvement, collaboration with Product and BI, and scaling operations with a hands-on leadership style. Hybrid work: three days in Melbourne CBD and two from home.