Operations Manager - 24/7 Customer Service Operations

Chandler Macleod; City of Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

Chandler Macleod is seeking an experienced Operations Manager for a large, 24/7 service operation in the Melbourne area. You will lead a shift-based workforce, balance people, performance and customer expectations, and manage critical client relationships.

The role requires a hands-on leader who collaborates with frontline staff, optimises service delivery, and drives continuous improvement while maintaining safety, quality and compliance standards.

Qualifications

• Experience leading large, shift-based operational teams.
• Proven ability to manage 24/7 service delivery.
• Strong stakeholder management and client relationship skills.
• Track record of improving KPIs in a fast-paced environment.

Responsibilities

• Lead a large frontline and shift-based workforce across a 24/7 operation.
• Drive service excellence and ensure customer commitments are consistently achieved.
• Develop frontline leaders to build a high-performing, accountable culture.
• Manage workforce planning, rostering, leave management and labour utilisation.
• Build trusted relationships with key clients and stakeholders.
• Monitor and improve operational KPIs, productivity and service performance.
• Lead operational responses during incidents, disruptions and peak demand periods.
• Drive continuous improvement initiatives through data analysis and performance insights.
• Manage employee relations, performance coaching and workplace investigations.
• Champion safety, compliance and quality standards across all aspects of the operation.
• Contribute to financial performance through cost control and efficiency.

Skills

Leadership

Stakeholder management

People management

Decision-making under pressure

Data-driven improvement

Job description

Our client is a leading global service provider operating within a fast-paced, highly regulated, customer-facing environment. They are seeking an experienced Operations Manager to lead a large, multi-disciplinary workforce responsible for delivering exceptional customer outcomes within a complex 24/7 operation based in Tullamarine.

This is a highly visible leadership opportunity suited to an operational leader who thrives under pressure, leads from the front, and has a proven track record managing large teams, critical service delivery requirements, and key stakeholder relationships.

Whether your background is in transport, logistics, facilities management, hospitality, healthcare, retail operations or another high-volume service environment, we are keen to speak with leaders who understand how to balance people, performance and customer expectations.

The Opportunity

Reporting into senior operational leadership, you will take ownership of day-to-day service delivery while ensuring operational, commercial and customer performance objectives are consistently achieved.

You will lead a team of frontline leaders and a sizeable shift-based workforce, ensuring the operation remains responsive, efficient and customer-focused, particularly during periods of peak demand, disruption and changing operational requirements.

This role requires a hands-on leader who is equally comfortable engaging with frontline employees, managing client relationships and making critical operational decisions in real time.

Key Responsibilities

• Lead a large operational workforce across a 24/7 environment.
• Drive service excellence and ensure customer commitments are consistently achieved.
• Develop and coach frontline leaders to build a high-performing, accountable culture.
• Manage workforce planning, rostering, leave management and labour utilisation.
• Build trusted relationships with key clients and stakeholders.
• Monitor and improve operational KPIs, productivity and service performance.
• Lead operational responses during incidents, service disruptions and peak demand periods.
• Drive continuous improvement initiatives through data analysis and performance insights.
• Manage employee relations matters including performance management, coaching and workplace investigations.
• Champion safety, compliance and quality standards across all aspects of the operation.
• Contribute to financial performance through effective cost control, workforce management and operational efficiency.

About You

You are an experienced operations leader who has successfully managed large teams within a fast-paced service environment and understands the importance of delivering outstanding customer outcomes while maintaining operational performance.

You will bring:

• Proven experience managing large, shift-based operational teams.
• Strong leadership skills with the ability to motivate and develop frontline leaders.
• Experience managing customer service delivery within a complex operational environment.
• Demonstrated success improving operational performance and service standards.
• Strong stakeholder management and client relationship skills.
• Experience managing workforce planning, rostering and labour costs.
• The ability to remain calm, decisive and solutions-focused during periods of disruption or operational pressure.
• Sound experience dealing with employee relations, performance management and workplace compliance requirements.
• Strong commercial acumen and a continuous improvement mindset.