If you have taken a franchise or multi-unit national network live, you know the work is not in the plan. It is in the room.

We are looking for someone who has done it, thrived, come back for more, and now wants to build the system that does it every time. Someone who configured it, migrated the content, ran the training, stood behind the date, and was still there eighteen months later finding out whether any of it worked.

If you have been managing plans and living in project tools, this is not for you.

If you have been in front of the customer, navigating multi-phase rollouts, building the relationships that make them work, and you have a keen eye for how you champion this on a global scale, read on.

Who we are

Operandio is building the Intelligent Franchise and Multi-Unit Management Platform.

Success in a network should be shared, not rediscovered site by site. Sharing what works means knowing what actually happens, location by location. Operandio holds that record across operations, compliance, experience, people and profit. What one location learns becomes the standard the whole network operates to next.

Others own a stage. Operandio owns the entire lifecycle required to run a growing franchise network: recruiting the partner, onboarding the location, building the capability of the people, running every shift, and giving the executive a view of the whole network with the intelligence layer sitting over all of it.

Our customers include the region's best-known QSR and fast casual brands, global hotel portfolios, the world's most recognised venues, and franchise businesses scaling globally in fitness, family entertainment and attractions. Typically 50 to 500 sites each.

We win competitive tenders against the largest operations and compliance vendors in the world. Networks are seeking us out now, and we are increasingly the reference point in the room rather than the challenger in it. Buyers arrive counting five, six, seven systems they want to collapse into one. We win because the platform is genuinely one system, because it was designed for franchise networks from day one, and because we stay hands on.

We are operators. Not a software company that sells to operators, but operators who built the tool we needed, staffed at every level by people who have done the job. Our people have run venues, managed networks and stood on the floor at 6am. We have worked with franchisors from the days they had only a handful of sites and stayed with them as they scaled. We build partnerships rather than vendor relationships,



and we develop the product with our customers, not at them.

We have grown across Australia and Current Zealand, into the United States and into Europe. Significant partnerships are launching, and the shape of the next few years is being set right now. That is the moment this role steps into.

Why this role is hands-on

You cannot build trust from behind a plan. The person doing the work earns the partnership, and needs the seniority to make the call in the room rather than take it away and come back. So you will be in the platform building the customer's solution with them.

The role has two halves

You take our largest networks live. You write the implementation plan and you are the one delivering against it. You configure the hierarchy, tasks, audits, permissions, escalations, reporting.

You audit three hundred of their legacy checklists and decide what survives the move. You design and deliver the training from head office down to frontline. And you hold the date together across our engineers, our support team and the customer's IT, learning and operations people.

Some networks also run connected hardware, so you will be commissioning gateways and sensors on site too.

Then you hold them. A portfolio of enterprise accounts allocated by our COO, some you implemented and some you inherit. You own their health, their review rhythm, and the risk and the case going into renewal. This half only works if you want it. These relationships take many months to earn. If the appeal of this job is the build and not the people, it is the wrong job.

And you build the system that does it every time. You get to evolve the method, the templates and the tooling it runs on. Then you work directly with our COO to turn that into how implementation and customer success are done globally, so a customer in Melbourne gets the same standard as one in Salt Lake City or London. You develop that together rather than receiving it, and the counterpart we hire globally works to the same standards.

What we need

- Three or more years implementing B2B SaaS for multi-site or enterprise customers, hands-on. Including at least two enterprise rollouts you led end to end yourself. You configured it, you migrated the content,



you delivered the training.
- You have migrated a customer off an incumbent platform. You can talk through what you found in their content, what you cut, and how you got them to agree to it.
- You have trained frontline staff, not just head office. You can describe a session that went badly and what you changed for the next one.
- You have held a delivery date together across teams you do not manage. Your own engineers and support people, and the customer's IT, learning and operations teams. You can talk through a rollout where something slipped and what you actually did about it.
- You have worked across more than one country or region, where different people decide different things and the answer in one market is not the answer in another.
- You have owned enterprise accounts after go-live, not only delivered them. Account health, adoption, renewal conversations, expansion. You can talk through an account you kept and one you lost.
- Exceptional written and verbal communication. Our customers are national operations managers, training managers and franchise partners. Clarity and trust are most of this job.

How you work. Exacting about detail. You write things down. You chase your own loose ends. Comfortable telling a customer no, and comfortable telling us when we have overcommitted. What we are not looking for. Someone whose experience is coordinating other people's delivery. We will ask you to name the rollouts, the platforms and exactly what you did on each one. Exposure is not a track record. We are not asking for PRINCE2 or PMP and they will not help your application.

The practicals

Based in our Melbourne HQ (Richmond office), in person, deliberately. You are learning a platform to configuration depth and leaning on people across product, engineering and support to do it, and that happens faster in the room.

Up to 25% travel, domestic and occasionally international, usually in blocks around go-live.

Remuneration negotiable based on experience, plus superannuation. We are always open to a conversation about individual working arrangements with the right person.

To apply

Send your CV and a short note on why this interests you. That is all we need to start.

Then be prepared to show off a bit. We want to hear how you have delivered enterprise onboarding: your process, the tools you used and why, and how you delight a customer through a rollout that is genuinely hard on them. One you are proud of and one that hurt. What you did, not what the team did.

📌 Senior Implementation and Customer Success Lead, APAC (Melbourne)
🏢 Operandio
📍 Melbourne