Operations Director

Parramatta Region | Onsite Parking | Global Organisation

A well-established global organisation in the industrial and manufacturing sector is seeking an experienced Operations Director to Lead a team across Australia and New Zealand and oversee multiple service functions including Customer Care, Technical Support, Field Service, Spare Parts and Logistics. Reporting directly to the CEO, this pivotal leadership role will be responsible for ensuring exceptional customer outcomes while balancing commercial performance, operational efficiency and team development. This is an outstanding opportunity to join a high-performing organisation that values collaboration, innovation and continuous improvement. In this hands-on leadership role, you'll coach teams, build strong stakeholder relationships and make a genuine impact on business performance.

Key Responsibilities

Operational Leadership

• Lead the Customer Care, Technical Support, Field Service, Spare Parts and Logistics functions across Australia and New Zealand.
  
  
• Drive operational excellence, ensuring service delivery is efficient, scalable and customer-focused.
  
  
• Develop and implement operational strategies that support business growth and long-term success.
  
  
• Coach, mentor and develop a team of leaders, building capability and accountability across the business.
  
  

Customer & Service Delivery

• Ensure the delivery of exceptional customer service across all service channels.
  
  
• Act as the senior escalation point for complex customer, warranty and operational matters.
  
  
• Strengthen service delivery processes while maintaining a strong commercial focus.
  
  
• Build lasting relationships with customers and key internal stakeholders.
  
  

Commercial & Operational Performance

• Drive operational performance against revenue, profitability and service KPIs.
  
  
• Improve technician utilisation, service efficiency and spare parts performance.
  
  
• Identify and implement cost-saving initiatives and operational improvements.
  
  
• Analyse performance data to support informed decision-making and continuous improvement.
  
  

Supply Chain & Continuous Improvement

• Oversee logistics and spare parts operations to ensure efficient and reliable service delivery.
  
  
• Partner with internal teams and external providers to optimise supply chain performance.
  
  
• Lead the implementation of new systems, technologies and process improvements.
  
  
• Champion a culture of innovation, accountability and operational excellence.
  
  

Leadership & Stakeholder Management

• Partner with the executive team to support strategic business initiatives.
  
  
• Build collaborative relationships with global stakeholders and cross-functional teams.
  
  
• Promote a strong workplace health and safety culture across operational teams.
  
  
• Lead with authenticity, resilience and a hands-on approach, fostering a positive and high-performing culture.
  
  

About You
You are a calm, authentic and resilient leader who thrives in a fast-paced operational environment. You enjoy coaching leaders, building trust and creating accountability, while remaining hands-on when required.

You're commercially minded, emotionally intelligent and able to navigate competing priorities with confidence. Most importantly, you're someone who can balance operational performance with outstanding customer outcomes and lead people through change with credibility and integrity.

To be successful in this role, you'll bring:

• Senior leadership experience within manufacturing, industrial machinery, engineering, capital equipment or a similar technical environment.
  
  
• Demonstrated success leading multi-disciplinary operational teams across service, technical support, field service or aftermarket functions.
  
  
• Strong commercial acumen with experience managing operational performance, budgets and profitability.
  
  
• A track record of driving continuous improvement and leading operational change.
  
  
• Excellent stakeholder management skills, including experience working within global organisations.
  
  
• Strong understanding of logistics, supply chain and spare parts operations.
  
  
• Sound knowledge of WHS within a manufacturing or industrial environment.
  
  
• Experience with ERP and business systems such as Oracle, Salesforce or Power BI will be highly regarded.
  
  

What's on Offer

• Base salary depending on experience + super
  
  
• Car allowance
  
  
• Fuel card and tolls
  
  
• Mobile phone allowance
  
  
• Discretionary annual performance bonus
  
  
• Opportunity to report directly to the CEO.
  
  
• A senior leadership role with genuine influence over business strategy.
  
  

If you're an experienced operational leader looking to take the next step in your career and enjoy building high-performing customer-focused teams, we'd love to hear from you.