Leadership Position

Sydney, Australia

Operations Manager

Drive operational excellence across our organization to create the infrastructure for life‑changing NDIS support services.

Our Mission

The Well Team exists to provide life‑changing care and support for individuals navigating the NDIS system. Our WorkWell™ Model drives how we operate to deliver exceptional, personalized support services.

Role Purpose

As our Operations Manager, you will lead a department dedicated to ensuring flawless day‑to‑day execution across all support, service, logistics, technology, and facilities—keeping the business running at elite, audit‑ready standard.

You’ll oversee our Service Delivery teams (Support Coordinators, Support Workers, and Cleaning Specialists), IT infrastructure, and Fleet & Asset management to create a seamless operational environment. Your role is to build and optimize the systems that translate our WorkWell™ Model principles into efficient daily operations.

As a key WorkWell™ contributor, you will execute on‑the‑ground care and support (the "engine room"), maintain compliance, audit trail, and service quality, and enable rapid operational response and flexibility via transparent roles and SOPs—directly supporting exceptional participant outcomes and organizational sustainability.

Key Responsibilities

- Lead and optimize the operations of our Support Coordination, Support Work, and Cleaning service lines
- Develop and implement service delivery standards and KPIs aligned with the WorkWell™ Model
- Monitor service quality and operational efficiency, implementing improvements to enhance participant outcomes




- Ensure seamless coordination between different service teams to create an integrated support experience

Success Profile

- Excel at Systems Thinking—design processes that enable quality and efficiency
- Lead Through Service—support your teams to achieve operational excellence
- Make Data‑Driven Decisions—use metrics to continuously improve operations
- Optimize Resources—balance quality service delivery with cost‑effectiveness
- Prioritize Purpose Over Process—view operations as enablers of our mission to transform lives through quality support

WorkWell™ Model Integration

- Deployment-Based Infrastructure: Creating the operational systems that enable seamless service delivery across all regions
- Service Excellence Through Expertise: Building operational frameworks that enhance the quality and consistency of our specialist services
- Technology-Enabled Care: Leveraging IT and systems to augment human connection in service delivery

Job Details

- Employment Type: Full‑Time
- Start Date: Immediate
- Department: Operations
- Reports To: Managing Director

Key Performance Areas

- Service delivery efficiency and quality metrics
- Asset utilization and management effectiveness
- IT system reliability and user satisfaction
- Operational cost optimization
- Process improvement and innovation

Qualifications

- 5+ years in operations management
- Experience in healthcare/disability services preferred
- Proven track record in process optimization
- Strong technology and systems understanding
- Excellent team leadership abilities

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📌 Operations Manager (City of Sydney)
🏢 The Well Team
📍 City of Sydney