Operations Manager

Homage is a tech-enabled care provider helping Australians with disability and ageing needs live well at home. We work across NDIS and Support at Home, combining smart technology with deep human support.

We are looking for an Operations Manager to lead both sides of our care platform: participant service delivery and Care Professional supply. You will lead Service Coordination and Supply Operations, own performance across fulfilment and workforce activation, and build the systems and operating rhythms that allow Homage to scale reliably.

This is not a conventional rostering role. You will be expected to diagnose operational problems using data, strengthen team accountability and work with Product, Engineering and Business Intelligence to turn manual processes into scalable workflows.

What You Will Own

• End-to-end service coordination from referral acceptance through activation, rostering and ongoing delivery.
• Care Professional acquisition, approval, activation, retention, engagement and utilisation.
• Operational KPIs including fulfilment, care consistency, cancellations, activation conversion and completed care hours.
• Operational incident and complaint response, root-cause analysis and action closure.
• Leadership, performance management and capability development across operational teams.
• Operational improvement projects, system requirements, automation and product adoption.
• Operational activation, SLA performance and escalations across Homage’s provider-partner network.

What Success Looks Like

• Participants receive reliable and consistent support without preventable scheduling gaps.
• Care Professional acquisition is targeted to real demand and converts into productive activation.
• Operational problems are diagnosed using evidence and resolved through the right mix of people, process and technology.
• Teams understand their accountabilities and perform against transparent measures.
• Partners experience responsive communication and dependable delivery.
• Manual, error-prone workflows progressively become scalable and system-enabled.

Skills and Experience You Will Need

• Five or more years in operations, including substantial people leadership.
• Experience in a high-volume service, workforce, marketplace, logistics or field-operations environment.
• Demonstrated ownership of operational or workforce funnels such as acquisition, activation, matching, retention or utilisation.
• Strong data literacy and structured root-cause problem-solving.
• Experience building operating processes and implementing technology-enabled improvements.
• Ability to work effectively with Product, Engineering, BI and cross-functional stakeholders.
• A hands-on, adaptable leadership style suited to a scaling business.
• Full Australian working rights and willingness to obtain an NDIS Worker Screening Check.

Experience That Would Be Valuable

• Care, healthcare, aged care, NDIS or another regulated service environment.
• Workforce marketplaces, labour platforms, logistics, 3PL or field services.
• Distributed contractor, casual or frontline workforce management.
• Care-management, rostering, CRM or workforce-management platforms.
• Partner operations and service-level agreement management.

What Is in It for You?

• $110,000–$130,000 AUD + superannuation.
• ESOP eligibility—build value and share in it.
• Hybrid working: three days in our Melbourne CBD office and two days from home.
• Direct access to Country Leadership and genuine influence over how the business operates.
• A pathway toward Head of Operations or General Manager — Operations as Homage scales.
• Annual salary review, modern performance management and Employee Assistance Program access.

If you are a hands-on operator who can connect service delivery, workforce performance and technology—and want your work to improve how people receive care—we would love to hear from you.

Visit www.homage.com.au to learn more. Homage is an Equal Opportunity Employer. We warmly invite people of all backgrounds and identities to apply.