Operations Leader — Practice Management & Implementations

LAPM; Gold Coast City; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

LAPM, based on the Gold Coast, seeks an experienced, hands-on Operations Manager to lead a small team and oversee three core areas: Practice Management Services, Sales Operations and Implementations. You’ll design practical processes, establish KPIs and workflows, and ensure high‑quality service delivery as we grow.

You\'ll translate business priorities into action, manage workloads, coach staff and drive continuous improvement across onboarding from sales to implementation and client service.

Qualifications

• Experience in operations and sales management or similar hands-on leadership role.
• Proven ability to lead, coach and manage staff performance in a small team.
• Strong track record in developing, documenting and implementing operational processes.
• Ability to manage competing priorities and client commitments across functions.
• Experience using KPIs, reporting and performance measures to improve service delivery.
• Familiarity with CRM systems, project management tools and business systems.
• Excellent organisational, communication and problem-solving skills.

Responsibilities

• Lead, coach and develop a small team with clear responsibilities and accountability.
• Manage workloads, priorities and capacity to ensure effective service delivery.
• Foster a collaborative, solutions-focused culture with client service in mind.
• Design, document and implement practical SOPs and workflows.
• Identify inefficiencies and opportunities to automate processes.
• Establish handovers across sales, implementations and client services.

Skills

Operations management

Team leadership

Process improvement

KPIs & reporting

CRM systems

Project management tools

Stakeholder communication

Multi-function coordination

Sales operations

Data-driven decisions

Tools

CRM systems

Project management software

Job description

LAPM, based on the Gold Coast, seeks an experienced, hands-on Operations Manager to lead a small team and oversee three core areas: Practice Management Services, Sales Operations and Implementations. You’ll design practical processes, establish KPIs and workflows, and ensure high‑quality service delivery as we grow.

You\'ll translate business priorities into action, manage workloads, coach staff and drive continuous improvement across onboarding from sales to implementation and client service.