Remote Operations & Fulfillment Lead

Remote Office; Australia; Remote; AUD 120,000 - 180,000; Full time

Job summary

Remote Office, a global talent infrastructure company, is seeking an Operations & Fulfilment Manager to own client fulfilment across Australian engagements. You will oversee compliance, invoicing, margins, and pricing as you drive on-time placements and scalable processes.

Working across Remote Office and Shift AI, you will lead planning, track service levels, manage cross-functional delivery teams, and act as the escalation point to protect revenue and client satisfaction in a fast-growing

Qualifications

• Fluent English — written and spoken; clear, precise communication.
• Experience running delivery or fulfilment as projects with hard deadlines — software delivery or recruitment/fulfilment.
• Experience owning statutory compliance cycles through accountants, with records kept organised.
• Commercial literacy — comfortable working with revenue, margin, and pricing.
• Contract drafting and review beyond templates, adapting terms to context; experience drafting or reviewing T&Cs and privacy policies.
• Proven client service leadership — handling escalations and improving satisfaction, retention, and repeat business.
• A decision‑maker, not a task‑taker — comfortable owning outcomes.
• Systems thinker — builds durable processes, not one‑off fixes.

Responsibilities

• Run client fulfilment (recruitment) as projects — scope, milestones, owners, deadlines, and tracking — so every client placement is delivered on time.
• Lead project planning and execution across the businesses, and coordinate delivery teams: task allocation, sprint or project cadence, and performance tracking.
• Own client satisfaction and support quality across both businesses, working with the client service team — set service standards, response times, and satisfaction measures, and hold the team to them.
• Track client health (satisfaction, renewals, repeat business) and link it to revenue — spot at‑risk accounts and expansion opportunities early, and work with sales to act on them.
• Be the escalation point for delayed or at‑risk fulfilment and client issues, and resolve them before they become churn.
• Work with revenue and profit data as part of the job — track margin by client, role, and region, and flag leakage early.
• Design and execute cost and pricing strategy across both businesses — reviewing resourcing costs, setting client pricing, and protecting margins as we scale.
• Own client invoicing — accuracy, timeliness, and follow‑through are non‑negotiable.
• Own tool and software subscription management — renewals, cancellations, cost reviews

Skills

Project delivery

Compliance management

Commercial literacy

Contract drafting

Client service leadership

Decision making

Systems thinking

Job description

Remote Office, a global talent infrastructure company, is seeking an Operations & Fulfilment Manager to own client fulfilment across Australian engagements. You will oversee compliance, invoicing, margins, and pricing as you drive on-time placements and scalable processes.

Working across Remote Office and Shift AI, you will lead planning, track service levels, manage cross-functional delivery teams, and act as the escalation point to protect revenue and client satisfaction in a fast-growing