Roadside Service Manager

The NRMA; City of Parramatta Council; On-site; AUD 60,000 - 80,000; Full time

Job summary

A leading service organization in New South Wales seeks an experienced Operations Manager to oversee daily operations across metro and regional networks, ensuring efficiency and compliance. The ideal candidate will have over 10 years of operational management experience in customer service, strong financial acumen, and the ability to drive a high-performance culture. This role offers competitive benefits including travel discounts and inclusive workplace culture.

Benefits

Progressive flexibility and well-being benefits

Travel discounts on car rental and accommodation

Complimentary myNRMA membership

Discounts on NRMA insurance products

Opportunities for career growth

Culture valuing inclusion and diversity

Qualifications

• 10+ years of experience in customer service with proven leadership skills.
• Strong time management and multitasking abilities.
• Experience with compliance and quality assurance frameworks.

Responsibilities

• Oversee daily operations and resource management.
• Lead coaching and development of stakeholders for a customer-centric culture.
• Manage daily roadside service operations and task scheduling.
• Drive operational effectiveness by analyzing metrics and implementing workflows.
• Oversee financial management including budget planning and operational KPIs.
• Develop strong relationships with contractors and unions.
• Champion health, safety, and environmental compliance.
• Support rollout of initiatives and coordinate training programs.
• Identify service improvement and sustainability opportunities.

Skills

Leadership Skills

Organisational Skills

Financial and Business Skills

Analytical Thinking

Interpersonal Skills

Strategic Mindset

Problem-Solving

Service Delivery Experience

Education

Tertiary qualifications in management, business, finance, or related fields

Job description

Job Description

What You’ll Do

• Oversee daily operations across the metro & regional network, ensuring efficient resource management and process compliance.
• Lead, coach and develop internal/external stakeholders to foster a high-performance, customer-centric culture.
• Manage daily roadside service operations, including task scheduling, workflow design, and progress monitoring.
• Drive operational effectiveness by analysing metrics, implementing efficient workflows, and supporting continuous improvement initiatives.
• Oversee financial management, including area P&L, budget planning, and achieving operational KPIs.
• Develop and maintain strong relationships with third-party contractors, unions, and cross-functional teams.
• Champion health, safety, and environmental obligations, ensuring compliance with WHS legislation and NRMA policies.
• Investigate safety incidents, lead corrective actions, and drive a proactive safety culture.
• Support the rollout of Metro and Regional initiatives, coordinate training programs, and facilitate stakeholder consultations.
• Identify and implement opportunities for service improvement and sustainability.

What You’ll Bring

• Proven leadership skills with extensive operational management experience (desirability 10+ years in customer service).
• Strong organisational and time management skills; thrives when multitasking and managing competing priorities.
• Commercial acumen with strong financial and business skills.
• Analytical thinker with data-driven decision-making experience.
• Excellent interpersonal skills for stakeholder engagement and decision facilitation.
• Strategic mindset with high-level communication skills.
• Familiarity with compliance and quality assurance frameworks.
• Practical problem-solver, resilient, and effective in leading through change.
• Experience in service delivery industry (desirable).
• Tertiary qualifications in management, business, finance, or related fields (desirable).

What’s in it for you?

• Progressive flexibility, leave and well-being benefits to balance all of life’s priorities.
• Travel discounts on car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more.
• Discounts on all NRMA insurance products including car, home & travel.
• Opportunities to grow, progress, or relocate your career across the NRMA Group.
• A culture that values inclusion, diversity, and belonging—everyone is welcome!

Know Your Belong

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.