SANE

Role Description An exciting opportunity to work with a leading digital mental health, adding value with your leadership and change management skills! - Permanent, Full-time - Fully remote – Sydney or Melbourne preferred - Not For Profit Salary packaging & benefits – package up to $18,550 per year! - Opportunity to make an impact on the lives of individuals affected by complex mental health, grief and loss issues About the role: The Operations and Service Optimisation Manager leads and oversees the design and implementation of a Services master roster and quarterly optimisation plans, as well as managing operational requirements and performance reporting for SANE’s digital psychosocial support services (RecoveryClub). Operating in a dynamic digital-first environment with services operating 24/7, the Operations and Service Optimisation Manager leads an operation team and is responsible for modelling and optimisation of safe, effective and supportive Service Delivery processes and operations. This hands-on leadership role requires practical and strategic thinking and is deeply ingrained in the services and digital teams to uplift day to day operations and support innovation. Key responsibilities of this role include, but are not limited to: - Strategic Development & Partnerships - Develop and implement optimisation plans, partnering with Digital & Innovation to improve systems, reduce admin load, and enhance staff experience - Manage third-party partnerships and lead transition to a 24/7 internal operating model with consistent support and escalation pathways - Oversee integration of new service streams and lead workforce scheduling optimisation - Provide data-driven insights, reporting, and operational input to support strategic planning and pilot program implementation - Operational Management - Oversee day-to-day service operations, ensuring continuity, workforce optimisation, safety, and effective demand management - Design and maintain master rostering, workforce planning, and operational procedures aligned to budgets and service targets - Manage recruitment, leave, contracts, invoicing, and compliance with NSQDMH standards - Support system upgrades, organisational change, and develop operational guidance and training resources - Manage a team that oversees a volunteer workforce and service - Lead with best practice, ensuring a high performing team - Quality & Safety - Monitor service performance, workforce risks, and digital safety, escalating issues with clear mitigation actions - Drive continuous improvement by identifying operational friction points and enhancing reporting capabilities with the Data team Qualifications - Practical, approachable and hands-on leader - Strategic thinker with a strong focus on innovation, customer experience, and omni-channel service delivery - Extensive experience leading contact centres, digital transformation, and operational optimisation - Strong financial acumen, including modelling, budgeting, and delivering on KPIs - Excellent communication and relationship-building skills, with a collaborative and supportive leadership style - Proven change management and stakeholder engagement capability, influencing across diverse teams - Continuous improvement mindset with high attention to detail and a proactive approach to learning - Resilient and outcomes-focused, balancing participant needs with service delivery goals and performance targets Requirements - Tertiary qualifications in Operations Management or equivalent - 5+ years’ experience in senior operations leadership - 2+ years’ experience in a team management role - Strong expertise in contact centre platforms (WFM, telephony, CRM) and workforce planning, including rostering, budgeting, and performance reporting - Advanced business analysis capability, using operational data to drive system, process optimisation, and implementation - Proven stakeholder engagement and change management experience, with ability to influence across all levels - Demonstrated success in delivering projects, improving operations, and developing procedures, training, and high-performing teams Benefits - A friendly and collaborative environment - Full remote work, with the opportunity to come into a Melbourne or Sydney based office - Additional week of leave after 12 months of service - Additional days of Cultural and Ceremonial Leave per year How to apply To apply, please submit your resume and cover letter by 29 May addressing the criteria below: - What qualifications do you have to support your application? - How many years of experience do you have in Operational Management? - How many years’ experience do you have leading a team? - What systems have you previously used? - Do you have the right to work in Australia? - Would you require any reasonable adjustments during the recruitment process? Please note: all SANE Employees are required to complete compliance checks including a National Police Check and Working with Children’s Check before start date.