Operations Manager

LAPM; Gold Coast City; Híbrido; AUD 90 000 - 120 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Operations management

Team leadership

Process improvement

KPIs & reporting

CRM systems

Project management tools

Stakeholder communication

Multi-function coordination

Sales operations

Data-driven decisions

Ferramentas

CRM systems

Project management software

Descrição da oferta de emprego

LAPM specialises in providing legal practice management, technology and professional services to law firms across Australia.

Based on the Gold Coast, we've built a strong reputation for helping law firms operate more efficiently through outsourced practice management services, software migrations, implementations and our growing suite of legal technology products.

We're looking for an experienced, hands‑on Operations Manager to lead our small team, strengthen our operational processes and ensure consistent, high-quality service delivery as our business continues to grow.

The Role

This is a hands‑on management role overseeing the day-to-day operations of three key areas of our business: Practice Management Services, Sales Operations and Implementations.

You’ll lead and support a small team, manage workloads and performance, and establish the processes, systems and accountability needed to keep operations running efficiently.

A key part of your role will be improving how we work. You'll develop practical procedures, streamline workflows, introduce meaningful performance measures and ensure work moves smoothly from sales through to implementation and ongoing client service.

Working closely with LAPM's leadership team, you'll translate business priorities into practical actions and take ownership of operational delivery, team performance and continuous improvement. Strategic direction and commercial decisions remain with the leadership team.

We're looking for someone who can both build the processes and make sure they work in practice — someone equally comfortable managing people, solving problems and getting involved in the operational detail.

The role is based on the Gold Coast, with a hybrid working arrangement requiring several days each week in our office.

What You'll Do

Lead, coach and develop a small team, establishing clear responsibilities, performance expectations and accountability.

Manage workloads, priorities and team capacity to ensure effective service delivery.

Foster a collaborative, solutions‑focused culture built on ownership, accountability and client service.

Process Development & Operational Improvement

Design, document and implement practical standard operating procedures, workflows and quality assurance processes.

Identify inefficiencies, operational risks and opportunities to improve systems and automate processes.

Establish and support consistent processes and handovers across sales, implementations and ongoing client services.

Introduce reporting and controls that provide visibility over workloads, deadlines, capacity and performance.

Practice Management Services

Oversee the day-to-day delivery of outsourced practice management services, including accounting, payroll, billing, reporting and practice administration.

Monitor client commitments, deadlines and service quality, ensuring work is completed accurately and efficiently.

Manage client escalations, support the resolution of operational issues and identify opportunities to improve service delivery.

Manage the operational processes supporting LAPM's sales function, including CRM workflows, lead management and pipeline reporting.

Ensure enquiries, quotations, proposals and follow‑up activities are managed consistently and efficiently.

Monitor CRM accuracy, sales administration and handovers into implementation and service delivery.

Work with the sales team to establish and improve processes, reporting and the overall client experience.

This role supports sales operations and is not responsible for sales targets, or commercial sales strategy.

Implementations & Data Migrations

Oversee the operational coordination of client implementations and data migration projects.

Establish consistent project workflows, milestones, responsibilities and reporting.

Monitor project timelines, resources, deliverables and client communication, resolving issues and escalating risks where required.

Coordinate internal teams to support effective onboarding, implementation, go‑live and post‑go‑live service delivery across LAPM products.

Operational Performance & Reporting

Establish and monitor meaningful operational KPIs across the three service areas.

Report to leadership on team performance, workloads, service quality, risks and operational priorities.

Identify performance gaps, implement improvements and ensure agreed business priorities translate into clear actions and measurable outcomes.

What We’re Looking For

We're looking for an experienced operational manager who enjoys leading people, improving processes and taking responsibility for getting things done.

You'll bring:

• Demonstrated experience in operations and sales management, service delivery or a similar hands‑on leadership role.
• Proven ability to lead, coach and manage staff performance within a small team.
• Strong experience developing, documenting and implementing operational processes and procedures.
• The ability to manage competing priorities, workloads and client commitments across multiple functions.
• Experience using KPIs, operational reporting and performance measures to improve service delivery.
• Confidence working with CRM systems, project management tools and business systems.
• Strong organisational, communication and problem‑solving skills, with the initiative to work independently and follow through on commitments.
• Experience in legal practice management, professional services, SaaS, sales, software implementations or technology‑enabled service delivery would be highly regarded.

You don't need to be an expert in every area of our business. What matters is your ability to understand how different functions operate, identify what needs improvement and establish practical ways of working.

The Person

You'll be someone who:

Leads from the front and isn't afraid to get involved in the detail.

Brings structure, clarity and accountability to people and processes.

Takes initiative, solves problems and follows through.

Is comfortable setting expectations, managing performance and having difficult conversations when needed.

Builds practical processes that people actually use.

Enjoys working in a growing business where priorities evolve and continuous improvement is encouraged.

Most importantly, you'll be someone who takes ownership of operational outcomes, not just the coordination of tasks.

Why LAPM?

You'll be joining a growing Australian business with an established professional services offering and an expanding suite of legal technology products.

This is an opportunity to make a tangible impact on how our business operates, helping to build the processes, systems and team capability that support our continued growth.

You'll work closely with leadership, have the autonomy to improve day‑to‑day operations and see the results of your work across the business.

We offer a hybrid working environment, combining flexibility with regular collaboration at our Gold Coast office.

We're a practical, solutions‑focused team that values initiative, accountability and finding better ways to work.

The Next Step

If you're an experienced, hands‑on Operations Manager who enjoys leading people, building better processes and delivering results, we'd love to hear from you.