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.
As our Operations Manager, you'll create the systems, processes, and infrastructure that enable our service delivery teams to focus on what matters most—transforming lives through quality NDIS support.
Role Purpose
As our Operations Manager, you'll 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 effective daily operations.
As a key WorkWell™ contributor, you'll 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 clear roles and SOPs—directly supporting exceptional participant outcomes and organizational sustainability.
Key Responsibilities
Service Delivery Leadership

- 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

You Will Succeed If You...
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
This role is essential to our WorkWell™ Model, particularly through:

- 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 Leader for Life-Changing Care & Service Delivery (City of Sydney)
🏢 The Well Team
📍 City of Sydney