Operations Manager

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 is a tech-enabled care provider helping Australians with disability and ageing needs live well at home. We work across NDIS and Support at Home, combining smart technology with deep human support.

We are looking for a hands‑on Operations Manager to lead Service Coordination, fulfilment, Care Professional performance and Incident Management across Homage Australia. You will manage the Service Coordination team, improve reliability across ad‑hoc and ongoing care plans, strengthen Care Professional performance and build clear operating processes across incidents, service delivery and service quality.

This is not a conventional rostering role. We are looking for someone who can use data to identify operational problems, set clear team expectations, improve service reliability and work with Product and Business Intelligence to improve recurring workflows.

What You Will Own

• End‑to‑end Service Coordination and fulfilment from referral acceptance through rostering and ongoing delivery.
• Clear SOPs and SLAs across ad‑hoc and ongoing care plans, including stronger controls around recurring‑care continuity.
• Care Professional performance, support and engagement, including last‑minute cancellations, no‑shows, reliability and ongoing‑roster performance.
• Operational incident and complaint management, including escalation, root‑cause analysis, corrective actions and closure.
• Operational KPIs across fulfilment, ongoing‑care retention, Care Professional cancellations, reassignment, visit documentation and Service Coordinator utilisation.
• Leadership, coaching and performance management across the Service Coordination and Operations team.
• Operational delivery and SLA performance across Homage’s key provider‑partner accounts.
• Identification of recurring operational gaps and translation of those issues into clear Product and BI requirements.
• Contribution to new operational workstreams across Support at Home, NDIS and workforce models where Service Coordination or Care Professional operating processes are required.

What Success Looks Like

• Ongoing care plans are delivered reliably, with strong Care Professional continuity and more than 90% monthly retention for controllable recurring‑care plans.
• Fulfilment is consistently above 90%, excluding cancellations due to uncontrollable reasons.
• Care Professional last‑minute cancellations are below 5% and reassignment processes are consistently followed.
• Incidents have clear ownership, escalation pathways and closure timelines.
• Service Coordinators work against clear SOPs, SLAs and individual performance measures.
• Key partner accounts have documented operating processes and fewer preventable service failures.
• Operational problems are identified early and resolved through the right mix of people, process and Product improvements.

Skills and Experience You Will Need

• Four or more years of experience in operations, service delivery, workforce operations or a related environment.
• Strong people leadership experience, including coaching, performance management and addressing underperformance.
• Experience leading high‑volume, time‑sensitive service delivery, rostering, scheduling, field operations or fulfilment.
• Demonstrated ownership of operational performance and measurable improvement in service reliability.
• Experience managing frontline workforce performance, including cancellations, attendance, reliability or service 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 other cross‑functional stakeholders.
• A hands‑on and adaptable leadership style suited to a scaling business.
• Full Australian working rights and willingness to obtain an NDIS Worker Screening Check.

Experience That Would Be Valuable

• Care, healthcare, aged care, NDIS or another regulated service environment.
• Distributed contractor, casual or frontline workforce management.
• Care‑management, rostering, CRM or workforce‑management platforms.
• Experience working with Product or BI teams on workflow or process improvements.
• Experience in workforce marketplaces, logistics, 3PL or other service environments with similar operational complexity.

What Is in It for You?

• 90,000 - 110,000 AUD + superannuation.
• ESOP eligibility - build value and share in it.
• Hybrid working: three days in our Melbourne CBD office and two days from home.
• Direct access to Country Leadership and genuine influence over how the business operates.
• A pathway toward Head of Operations as Homage Australia scales.
• Annual salary review, performance development and Employee Assistance Program access.

Visit www.homage.com.au to learn more. Homage is an Equal Opportunity Employer. We warmly invite people of all backgrounds and identities to apply.