Role Purpose

Take full ownership of day-to-day operations so the founder can focus on growth, high-value clients, and product. Your job is to run a tight, profitable services business: people, capacity, process, delivery quality, and margin protection. You will be measured on whether the machine runs cleaner and more profitably with less founder involvement.

Key Responsibilities
Own capacity planning, job allocation, utilisation, and workflow across sales delivery and support teams (onshore + offshore)
Drive profitability levers: WIP, job budgets, debtor management, write-offs, and cost control
Lead and develop a mixed team (direct reports + broader operational oversight). Handle recruitment, onboarding, performance, training, and escalation
Design and enforce clear operating procedures, reporting cadences, and escalation paths
Build straightforward, usable dashboards and reporting that give real-time visibility on capacity, margin, and client health
Partner with the founder on commercial decisions — pricing, client profitability, resource allocation, and process improvements
Identify and implement practical automation/AI opportunities that reduce manual work and improve speed/accuracy




Act as the operational backbone as we scale frontline sales and call centre capacity

What Success Looks Like (first 6–12 months)
Founder is no longer the daily bottleneck on operations or people issues
Explicit visibility and improvement in gross margin, utilisation, and debtor days
Stable, well-managed team with rising performance and low drama
Documented processes that new sales/call centre hires can plug into quickly
Measurable reduction in write-offs, rework, and founder firefighting

Ideal Profile
Experience running multi-person teams (preferably mixed onshore/offshore) in a services environment
Strong commercial instincts — you care about margin and cash, not just “jobs completed”
Comfortable in a fast-moving, sales-driven culture (speed and commercial outcomes matter)
Track record of improving processes, capacity, or profitability
Bias toward practical tools and automation over bureaucracy

Pay: $103,243.30 – $135,312.54 per year

Perks:
Employee mentoring program
Parental leave
Professional development assistance
Work from home

Work Location: Hybrid remote in Sydney NSW

📌 Operations & Commercial Manager Sydney
🏢 Apparate
📍 Sydney