Operations & Client Experience Manager | Leadership Opportunity
Platinum Certification AQA Pty Ltd – Brisbane QLD
Some organisations recruit an Operations Manager.
We're looking for a leader who will help shape the future of our organisation.
At Platinum Certification, we believe exceptional organisations are built through exceptional leadership.
Leadership that develops people.
Leadership that improves systems.
Leadership that strengthens relationships.
Leadership that creates confidence.
As one of Australia's fastest-growing Approved Quality Auditors, we have built our reputation by doing things differently.
We believe compliance should never be transactional.
We believe Providers deserve to feel prepared, supported and confident throughout their certification journey.
We believe quality is achieved through strong relationships, disciplined governance and continuous improvement.
We are now looking for an exceptional leader to help take Platinum Certification into its next stage of growth.
This Opportunity Is Different
This is not a role where success is measured by how many emails you answer or how many tasks you complete.
Success is measured by the capability of your people.
The strength of your systems.
The confidence of your Clients.
The quality of your decisions.
The culture you help create.
This role sits at the heart of our organisation and influences almost every aspect of our operational performance.
You will work directly alongside our Chief Executive Officer and Director to transform strategic direction into operational excellence.
Who We Are
Platinum Certification is a proudly Australian-owned Approved Quality Auditor providing independent certification against the NDIS Practice Standards throughout Australia.
Our purpose extends beyond compliance.
We exist to help Providers better understand quality, strengthen their organisations and deliver improved outcomes for the participants they support.
Every conversation matters.
Every relationship matters.
Every decision matters.
We are proud of our reputation for professionalism, integrity and exceptional client service, and we are committed to continually raising the standard of our industry.
Who You Are
You are not simply an experienced Operations and Client Experience Manager.
You are a leader.
You naturally bring people together.
You build trust quickly.
You see opportunities where others see problems.
You enjoy improving systems.
You ask "How can this be better?"




You understand that culture is created through consistent leadership rather than policies alone.
You have the confidence to make decisions, the humility to continue learning and the professionalism to represent an organisation with integrity.
Most importantly...
You genuinely enjoy seeing other people succeed.
What You'll Lead
As Operations & Client Experience Manager, you will be able to demonstrate experience and provide leadership across four key areas.
Leadership & People
You will create an environment where people understand expectations, feel supported, continue developing professionally and are empowered to contribute.
You will coach rather than control.
Develop rather than direct.
Lead rather than manage.
Systems & Operational Excellence
You will continually review how we operate.
You'll improve workflows.
Simplify processes.
Strengthen systems.
Introduce smarter ways of working.
Use technology to improve efficiency.
Build an operational environment that supports sustainable growth.
Client Experience
Our Clients should never feel like another booking in the calendar.
They should feel prepared.
Supported.
Confident.
You will ensure every operational system contributes to that experience.
Governance & Continuous Improvement
You will support organisational compliance while never losing sight of the people behind the process.
You understand that governance is not about creating bureaucracy.
It is about creating confidence.
What You'll Bring
We're far more interested in your leadership capability than a long list of qualifications.
You will demonstrate:
Proven and demonstrated leadership experience within a complex operational environment.
Experience developing people and building high-performing teams.
A passion for continuous improvement and organisational excellence.
Robust commercial judgement and decision-making capability.
Outstanding written and verbal communication skills.
Experience improving operational systems and business processes.
The ability to lead organisational change positively and professionally.




Experience with NDIS Compliance with good understanding of all aspects of the NDIS Practice Standards.
Experience in the Disability, Human Services, Health, Aged Care, Certification or another highly regulated environment will be highly regarded.
The Kind of Person Who Will Thrive Here
You'll enjoy this role if you:
Build relationships naturally.
Love solving problems.
Think strategically.
Lead with integrity.
Hold yourself accountable.
Continuously improve.
Support others to succeed.
Value professionalism.
Communicate openly.
Believe leadership is about service.
This Role Probably Isn't For You If...
You prefer maintaining existing systems rather than improving them.
You avoid difficult conversations.
You rely on being told what to do.
You see change as disruption rather than opportunity.
You believe leadership comes from position instead of behaviour.
You're looking for a role where you can simply keep things running.
You do not have demonstrated experience in leadership.
What We Offer
The chance to genuinely influence the future of a growing national organisation.
A leadership role where your ideas will be heard.
The ability to shape systems, people and organisational performance.
A supportive Executive Leadership Team committed to continuous improvement.
An organisation that values professionalism, integrity and respectful relationships.
A culture where leadership is recognised through contribution rather than hierarchy.
Our Commitment to You
At Platinum Certification, leadership is a partnership.
We commit to providing:
Clear direction.
Respect.
Honest communication.
Professional trust.
Meaningful feedback.
Opportunities for growth.
Resources to succeed.
A culture built on integrity, accountability and continuous improvement.
In return, we ask that you bring curiosity, professionalism, initiative and a genuine commitment to helping both people and our organisation grow.
A Message from Our Director
At Platinum Certification, we believe exceptional organisations are built by exceptional people.
While technical capability is important, we place equal value on integrity, professionalism, curiosity and a genuine commitment to helping others succeed.
If you're looking for a leadership opportunity where you can make a meaningful contribution, influence positive change and help shape the future of our organisation, we would be delighted to hear from you.
Sharon PrestonDirectorPlatinum Certification AQA Pty Ltd
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📌 Operations & Client Experience Manager | Leadership Opportunity (Brisbane)
🏢 Platinum Certification AQA
📍 Brisbane