Operations Manager

What's the opportunity?

As our Operations Manager, you'll be the driving force behind service delivery across NSW. You'll lead a team of passionate leaders, turn big-picture strategy into practical outcomes, and help ensure our participants receive exceptional support every day.

One minute you might be coaching a Site Manager, the next you're reviewing operational performance, leading a change project, solving a complex challenge or identifying the next opportunity for growth in NSW remote geography.

If you thrive on variety, leadership and meaningful impact, you'll love this role.

Operational management

• Building capable, engaged and high-performing teams
• Driving operational excellence and continuous improvement
• Ensuring compliance with NDIS Practice Standards and organisational requirements
• Build and maintain strong relationships with prospective and existing clients, their families, and key external stakeholders.
• Actively promote Pink Comfort’s services, brand, and values through professional engagement, networking, and community outreach.
• Identify and pursue new business opportunities across referral networks, partnerships, events, and community channels.
• Conduct initial consultations with prospective clients to understand their service needs and successfully convert leads into active clients.
• Meet and exceed onboarding KPIs through proactive lead generation and efficient conversion strategies.
• Maintain a strong local presence by liaising with hospitals, GPs, allied health providers, and community groups to drive awareness and referrals.
• Working with various portals and online systems / apps.

Client Onboarding & Service Coordination

• Oversee the client onboarding process, ensuring a seamless transition from enquiry to active service.
• Guide clients and families through available service options, funding pathways, and expectations.
• Coordinate with internal rostering and operations teams to ensure timely and accurate scheduling of services aligned with client preferences.
• Provide clear documentation and handover to operational teams post-onboarding.
• Ensure new clients receive a high-quality onboarding experience that fosters long-term engagement.

Client Relationship Management

• Act as the primary contact during onboarding and early service delivery phases.
• Monitor early-stage client satisfaction and proactively manage concerns or feedback to ensure a positive experience.
• Foster trust and rapport with clients and their families through consistent communication and professional service delivery.
• Support retention strategies by ensuring client expectations are met and exceeded during the initial engagement period.

Skills & Experience:

• At least 15 years of Experience in a operational, ideally within aged care or disability services.
• Strong understanding of Support At Home, CHSP, Home Care Packages, NDIS, and Aged Care Quality Standards.
• High-level communication, negotiation, and relationship-building skills.
• Extensive experience ensuring cost-effective operations
• Demonstrated initiative, sound judgment, and ability to work autonomously.
• Experience using CRM or care management systems (desirable).
• Current driver’s licence and willingness to travel remote area as needed.
• The ability to bring people together and get things moving.
• Full-time position
• Reporting directly to the CEO
• SCHADS Award Level 6 - Pay above award rates available!
• NDIS Worker Screening Check required
• Driving license

To Apply

Please submit your resume and a brief cover letter outlining your relevant experinece.

Only shortlisted candidates will be contacted.

Interviews will be conducted in the coming weeks. For more information about the positions please email [email protected]

Pay: $90.00 – $110.00 per hour

Benefits:

• Employee mentoring program
• Referral program

Application Question(s):

• Do you have previous work experience inNDIS & Agedcare, SAH (Support at Home).

Work Authorisation:

• Australia (Preferred)

Work Location: In person