We've been proudly serving Australian communities since **** and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You'll not only get to see your work make a difference, you'll be part of a team working together to help Australians eat and live better every day.
About the team
Central Operations keeps our business moving. Our team supports, coaches, and empowers our retail teams across the country. We help them be at their best, so they can deliver the best experiences for our team members and customers every day.
About the role
As an Intelligence Operations Lead, you'll supervise the day-to-day operation of an Intelligence Operations Centre shift, guiding a team of Intelligence Operations Officers as they respond to theft, threatening situations and other harm-related incidents across Coles stores. Based in the Coles Store Support Centre, you'll set priorities during live events, provide real-time direction and escalation support, and maintain high standards across CCTV review, radio communication, incident reporting and evidence capture. This is a full-time, onsite role with a rotating roster that includes early mornings, late evenings and weekends.
Lead and coordinate Intelligence Operations Officers during live and recorded CCTV monitoring,



store alerts and incident activity.
Allocate workload, set clear shift priorities and oversee multiple incidents in a fast-paced operational environment.
Provide real-time direction and escalation support to helpour in-store security and store teams respond effectively.
Maintain solid standards across radio communication, incident logging, evidence capture and Auror reporting.
Coach team members, support onboarding and training, and help build capability across incident handling and reporting.
Partner with Security, Protection Services, Safety and other stakeholders, including law enforcement, to improve workflows, communication and response effectiveness.
About you and your skills
You're an experienced operational leader who stays calm under pressure, makes sound decisions quickly and can guide others through complex or fast-moving incidents. You communicate with confidence, balance multiple priorities and create a disciplined, supportive team environment focused on safety, consistency and continuous improvement.
You will have:
Experience leading or coordinating teams in a control room, security operations centre, surveillance or incident-response environment.
Strong CCTV review capability and the judgement to assess risk, prioritise incidents and elevate appropriately.
Excellent verbal communication skills, including confidence directing field teams over radio
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📌 Intelligence Operations Lead (Melbourne)
🏢 Coles Group
📍 Melbourne