National Roadside Operations Manager

About Us

First Rescue is a trusted provider of roadside and emergency assistance services, supporting customers across New Zealand and Australia when they need help most. As part of the wider Hub Services environment, we play an important role in connecting people, partners, and service providers through reliable, responsive, and customer-focused support.

Our focus is simple: delivering a seamless customer experience that gives people confidence in stressful or unexpected situations. Whether we are supporting a roadside breakdown, accident response, fleet partner, or corporate client, we are committed to service excellence, strong relationships, and practical solutions that keep people safe and moving.

About the role

We’re looking for an experienced and people-focused National Roadside Operations Manager to lead and optimise First Rescue’s internal roadside technician network across New Zealand.

This is a pivotal leadership role, responsible for ensuring our roadside operations are safe, consistent, efficient and customer-focused. You’ll lead regional teams, drive operational performance, optimise coverage and resources, and help shape the future growth of our internal roadside capability.

What you’ll be responsible for

• Lead and develop regional roadside leaders and technician teams across the country.
• Develop strategies to optimise our national roadside network, capacity and geographic coverage.
• Drive performance against KPIs, SLAs and business objectives, identifying opportunities for continuous improvement.
• Ensure consistent service standards, processes and Health & Safety requirements across all regions.
• Oversee recruitment, onboarding, training, coaching and capability development.
• Act as a key escalation point for significant operational, customer, people and service delivery matters.
• Work closely with Dispatch, support teams, management and wider business stakeholders to ensure seamless operations.
• Identify opportunities for innovation, process improvement, cost control and enhanced customer service.
• Contribute to future regional expansion, service development and business planning.

What we’re looking for

You’ll be a confident operational leader with at least 5 years’ relevant experience in roadside assistance, automotive, field operations, service delivery or a similar environment.

You’ll bring:

• Proven leadership experience within a fast-paced operational environment.
• Strong people leadership, coaching and communication skills.
• Experience managing performance through KPIs and service-level expectations.
• Strong analytical, problem-solving and critical-thinking skills.
• The ability to manage risk, competing priorities and customer outcomes.
• Experience leading geographically dispersed or multi-site teams is desirable.
• A practical, organised and calm approach under pressure.
• A strong customer focus and commitment to service excellence.
• A current, clean driver’s licence.

Why this role?

This is an opportunity to take ownership of a national operation, influence how we deliver roadside services and play a key role in building a scalable, high-performing capability for the future.

If you’re an experienced operational leader who enjoys developing people, improving performance and making things work better, we’d love to hear from you.

Apply Now!