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 efficient 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