An exciting opportunity to work with a
leading digital mental health, adding value with your leadership and change
management skills!
- 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
Are you ready to make a
difference in the mental health sector?
We are a medium-sized
organisation, with 100+ people and 160 volunteers who are driven, passionate
and engaged, and we embrace innovation and agile ways of working.
Our vision is a brighter future for people, families and communities facing complex
mental health issues. To achieve this vision, we have three goals:
– End mental health inequity through systemic change.
-Eliminate stigma, discrimination, and social exclusion.
– Equal employment and economic opportunity for people and families with complex mental
health needs.
We provide unique digital psychosocial support services to those most in need,
including individual and group based support, provided by allied health or peer-qualified
staff and volunteers. In addition, we educate, reduce stigma, advocate and
drive systemic change.
Visit www.sane.org to learn more about our work
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. Utilising performance data and collaborating effectively with
internal stakeholders, this role drives process efficiency and consistency,
reduces administrative burdens, ensures safe service delivery and supports
access to SANE’s high-performing, multidisciplinary recovery services workforce
operating remotely across the country.
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 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
About You
·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
Essential Qualification & Experience
·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
If this sounds like an exciting opportunity for you, please apply now!
What’s in it for you?
·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.
