We are seeking an experienced and commercially minded Operations Manager to lead operational delivery across a large-scale NSW Government energy efficiency program.

This is a critical leadership role responsible for overseeing Customer Support, Compliance, Audit Readiness and Approved Provider performance. You'll lead a small but high-performing team while ensuring program delivery remains customer-focused, compliant, scalable and operationally effective.

Reporting to the General Manager, you will play a key role in driving service excellence, managing risk, leading continuous improvement initiatives and ensuring all program activities meet regulatory and contractual obligations.
With strong growth and long-term opportunities on the horizon, this initial six-month contract offers genuine potential to transition into a permanent leadership position.

As Operations Manager, you will oversee the end-to-end operational performance of the program, ensuring customers receive an exceptional experience while maintaining the highest standards of compliance, governance and service delivery.

You'll work closely with internal teams, government stakeholders and external delivery partners to ensure operational outcomes are achieved, risks are proactively managed and performance targets are consistently met.

With strong growth and long-term opportunities on the horizon, this initial six-month contract offers genuine potential to transition into a permanent leadership position.

Key Responsibilities

Customer Experience & Service Delivery

- Lead the Customer Support function through the Customer Support Team Leader
- Oversee customer enquiries, application processing and post-installation support activities.
- Monitor and improve the end-to-end customer journey,



identifying opportunities to reduce friction and improve customer outcomes.
- Ensure service levels and customer satisfaction targets are achieved.
- Support the effective identification and management of vulnerable and at-risk customers.

Compliance, Governance & Audit

- Lead the Compliance function through the Compliance Team Leader.
- Ensure eligibility assessments, evidence verification and compliance obligations are consistently met.
- Maintain audit readiness across the program through robust documentation, SOPs and evidence management.
- Identify, manage and escalate compliance risks and non-conformances.
- Drive a culture of accountability, quality assurance and continuous improvement.

Stakeholder & Partner Management

- Manage the operational relationship with the program's Approved Provider and installation partner.
- Monitor performance against agreed service levels and contractual obligations.
- Resolve operational issues and drive collaborative outcomes across multiple stakeholders.
- Ensure compliance requirements relating to licensing, WHS, insurance and evidence collection are maintained.

Operational Leadership

- Lead, coach and develop Customer Support and Compliance team leaders.
- Build team capability and create a high-performance culture focused on accountability and service excellence.




- Support workforce planning to meet changing customer demand and program requirements.
- Monitor operational dashboards, KPIs and service metrics to drive decision-making and performance improvements.

Escalations & Complex Case Management

- Act as the senior escalation point for complex customer, compliance and operational matters.
- Make sound operational decisions in ambiguous situations where standard processes may not apply.
- Ensure decisions and outcomes are documented appropriately to support governance and audit requirements.

Skills/Attributes

- Proven experience in an Operations Manager, Service Delivery Manager or similar leadership role
- Experience managing customer service, contact centre, operations or program delivery teams.
- Strong knowledge of compliance, governance, audit and risk management processes.
- Experience managing external vendors, contractors or third-party service providers.
- Demonstrated ability to lead people, drive accountability and develop high-performing teams.
- Strong problem-solving and decision-making capabilities.
- Excellent written and verbal communication skills.
- The ability to remain calm, resilient and solutions-focused in a fast-paced environment.
- Experience within government programs, energy, utilities, compliance, regulatory environments or service delivery organisations will be highly regarded.
- Applicants must have full Australian working rights and be either Australian Citizens or Permanent Residents.

Apply: by sending your applications to ******@optimalrecruitment.com.au or for a confidential chat call her on 8416 4181
Additional information

- Parking On-Site
- Significant leadership & Decision Making Scope
- A Growing Business with Career Growth Opportunities

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📍 Frenchs Forest