G2U Operations Lead

About us

At Officeworks, we bring big ideas at low prices to life for our customers, team, communities, and stakeholders. Founded in 1994 in Richmond Victoria, with more than 170 stores nationwide, a digital platform offering over 40,000 products, a national call centre and a dedicated business solutions team supporting micro, small and medium-sized businesses start, run and grow , we help Australians work, learn, create and connect, wherever and however they choose to shop. From technology, office supplies and furniture to education, art materials and essential services like Print & Create and on‑site or remote tech support through Geeks2U, we deliver easy, engaging and customer experiences every day. Our success is powered by more than 9,000 passionate team members. We are deeply committed to their safety, wellbeing, and career growth, while operating responsibly, giving back to the communities we serve through strong national and local partnerships, community fundraising, and a clear commitment to reducing our environmental impact and sourcing sustainably for the future.

About the role

Lead the operational performance of one of Australia's largest technology support networks as our Geeks2U Operations Manager . Reporting to the Service Operation Manager, you'll be responsible for contractor network strategy, customer account administration, operational governance, and leading a small team to deliver exceptional customer and contractor experiences

This is an opportunity to influence strategy, drive operational excellence, and make a tangible impact on business performance and customer outcomes.

Key Responsibilities

• Lead the national contractor network strategy, ensuring capability, quality and coverage align with customer demand. • Manage the end-to-end contractor lifecycle, including attraction, onboarding, engagement, performance and retention. • Oversee contractor administration, payments, compliance and governance processes. • Lead customer account administration, including accounts receivable, refunds, reconciliations and debt collection. • Coach and develop a team across contractor operations and customer service administration functions. • Drive continuous improvement initiatives across systems, processes and reporting.

About you

You are a people-focused operations leader who enjoys solving problems, improving processes and building high-performing teams in fast-paced service environments. In addtion, you will bring:

• Significant experience (7+ years) in operations, field services, workforce management, contractor engagement, or similar customer-focused service environments. • Proven ability to manage the end-to-end contractor or contingent workforce lifecycle, ensuring a seamless experience from onboarding through to ongoing engagement. • Strong knowledge of compliance, governance, risk management, and operational controls within a contractor-based workforce. • Demonstrated leadership capability, with experience building, coaching, and developing high-performing teams. • Experience overseeing financial administration activities, including invoicing, payments, reconciliations, accounts receivable, and reporting. • Strong commercial mindset, with the ability to balance operational efficiency, customer outcomes, and business performance. • Excellent stakeholder management and problem-solving skills, with the ability to influence and collaborate across diverse teams and partner networks. • Qualifications in Business, Operations, Accounting, or a related discipline, with experience in contractor, franchise, field service, gig-economy, or workforce management environments highly regarded.