Job description

Role overview

This is a remote operations leadership opportunity for Australia, posted through a hiring partner who oversees all applications and the next steps in the process. The ideal candidate is a results-focused leader who performs well in fast-moving, metrics-led environments.

The role centers on building, guiding, and retaining strong online teams with a clear emphasis on accountability, productivity, and measurable outcomes. It suits someone who is comfortable making firm decisions about recruitment, performance improvement, and workforce adjustments.

You will rely heavily on reporting tools, dashboards, and operational systems to spot issues, raise efficiency, and improve service quality. A major part of the job is developing people through training, coaching, and ongoing support so they can perform at a high level.

In addition, you will work closely with other teams to simplify processes and strengthen execution across the operation. This is a practical leadership role where success is judged by team output and overall operational results.

Key accountabilities

Manage the full employee journey for online agents, including hiring, onboarding, performance checks, promotions, demotions, coaching, and exits based on results
Oversee daily operations and keep workflows efficient so targets are achieved consistently
Lead, support, and grow a team of remote or online agents
Run regular training, coaching, and performance review sessions
Address escalations and resolve operational problems quickly and effectively
Work with internal stakeholders to improve processes and systems
Apply data, dashboards, and performance indicators to guide decisions and continuous improvement

Requirements

At least 3 years of experience in operations management or a comparable leadership position
Background in managing remote teams or teams of online agents
Practical experience with hiring, training, performance management, and offboarding
Strong analytical approach with the ability to read and act on KPIs and dashboards
Comfort using CRMs, operational platforms, and automation tools
Excellent written and spoken English communication skills
Clear ownership mindset and the confidence to make difficult performance-related decisions

Benefits

Flexible remote working arrangement
Chance to operate in a fast-paced international setting
A performance-first culture that values outcomes more than hours worked
Strong potential for rapid progression for top performers
Exposure to modern tools, systems, and data-led operations
Energetic team environment with high impact

Additional information

This position is handled by a partner company, which will manage all applications and subsequent hiring steps. Candidate screening is supported by an AI-powered matching process that is designed to review applications quickly, objectively, and fairly against the role’s core requirements. Shortlisted candidates are then shared with the hiring employer for interviews and assessments, and the final decision is made by the employer’s internal team.

Data privacy and hiring process

By applying, you consent to your personal data being processed for candidate evaluation and for sharing relevant details with the employer, based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may exercise your rights to access, rectify, erase, or object at any time.

Artificial intelligence tools may be used to support parts of recruitment, including resume review and response assessment, but they do not replace human judgment. Final hiring decisions are made by people. You can contact the team for more information about how your data is handled.

Operations Manager