Operations Manager - Melbourne

At Modus Projects, we excel in delivering high-quality commercial construction, fit-out, and facilities maintenance services across Australia. Our commitment to quality, efficiency, and customer satisfaction sets us apart as industry leaders. With a strong reputation and years of experience, Modus offers a rewarding place to develop your career, whether you are starting out or an experienced professional.

We’re seeking an experienced Operations Manager to lead a large, dynamic team in the heart of Melbourne’s CBD. This is an exciting 12-month fixed-term opportunity for a proven leader to drive performance and operational excellence in a fast-paced environment.

This senior role is responsible for workflow management, client service delivery, and driving overall operational performance.

Key Duties:

• Lead and mentor a high-performing team (40+ staff) across work order management, scheduling, and service delivery
• Ensure contractual KPIs are achieved while maintaining profitability and efficiency
• Drive customer excellence by managing escalations, onboarding new accounts, and ensuring exceptional client communication
• Oversee day-to-day operations, including workflow allocation, aged work orders, and compliance
• Collaborate with leadership on continuous improvement, process change, and strategic initiatives
• Uphold safety, quality, and compliance standards, fostering a culture of excellence and Zero Harm

Must Have:

• 5+ years in a similar role managing a complex Customer Contact Centre or Operations Centre
• Experience with contact centre technology platforms, including multi-channel, automation, and robotics
• Strong understanding of quality, compliance, and customer experience frameworks
• Solid knowledge of workforce planning practices (forecasting, rostering, reporting, real-time analysis)
• Proven people leadership skills in a fast-paced, high-performing culture
• Strong influencing and stakeholder management ability
• Advanced skills in Excel, Outlook, PowerPoint, and Word