Location: Sydney (on-site)Company: FlipAbout FlipFlip is an Australian-owned telco helping households stay connected with better deals, reliable service, and no unnecessary complexity.
We're building a brand customers can trust in a category that often overpromises and underdelivers. With strong momentum across NBN and mobile, we're focused on delivering exceptional customer experiences while continuing to scale efficiently.
As we continue to grow, we’re looking for an Operations Manager to strengthen the systems, processes, and operational foundations that support our next stage of growth.
The Role
The Operations Manager is responsible for how Flip runs behind the scenes.
This role focuses on improving operational efficiency, building scalable systems and processes, and delivering the reporting, insights, and operational infrastructure needed to support a fast-growing business.
You will work across the organisation to identify inefficiencies, implement improvements, and drive automation and process optimisation initiatives that improve speed, cost efficiency, and scalability.
This role does not manage the contact centre or customer service teams. Instead, you will partner closely with the Customer Operations Manager, who owns frontline customer service performance, to ensure operational systems and processes are aligned and scalable.
Key Responsibilities
- Operational Performance & Reporting
- Build and maintain operational reporting frameworks across the business
- Develop dashboards and KPIs that provide visibility into performance across key functions
- Analyse business, operational, and customer data to identify trends and opportunities
- Provide insights and recommendations to leadership to support decision-making
- Process Improvement & Automation
- Identify inefficiencies, bottlenecks, and operational risks across the business
- Design and implement process improvements to increase efficiency and scalability
- Drive automation and workflow optimisation initiatives across teams and systems
- Standardise operational processes and improve consistency across the business
- Cross-Functional Projects
- Lead operational projects across Sales, Marketing, Product, Finance, and Customer Operations
- Support implementation of new systems, tools, and business capabilities
- Ensure operational readiness for new product launches and business initiatives
- Coordinate stakeholders to deliver projects on time and to a high standard
- Business Operations Support
- Improve internal systems, workflows, and operational infrastructure
- Support vendor, supplier, and partner operational processes where required
- Help strengthen operational governance, documentation, and controls
- Ensure business processes scale effectively with growth
- Collaboration
- Work closely with the Customer Operations Manager on service-related insights and improvements
- Partner with leadership to translate strategy into operational execution
- Support teams across the business with data, reporting, and process improvement initiatives
What We're Looking For
- 5+ years experience in operations, business operations, or process improvement roles
- Strong analytical and problem-solving skills
- Experience building reporting frameworks, dashboards, and performance metrics
- Proven ability to improve processes and drive operational efficiency
- Strong project management and stakeholder management skills
- Experience working in fast-paced, high-growth environments
- Comfortable working across multiple teams and balancing competing priorities
- Experience in telecommunications, tech, financial services, or similar industries is advantageous
- What Success Looks Like
- Clear, accurate visibility into business performance through reporting and dashboards
- Measurable improvements in operational efficiency and process performance
- Successful delivery of cross-functional projects
- Reduced operational friction and improved scalability across the business
- Strong collaboration with Customer Operations and leadership teams
- Systems and processes that support sustainable growth
- Why Join Flip
- Play a key role in shaping the operational backbone of a fast-growing telco
- High-impact role with visibility across the entire business
- Work closely with leadership on strategy and execution
- Opportunity to build systems, processes, and automation from the ground up
- Fast-paced environment with real ownership and autonomy
- Competitive salary and career growth opportunities
