Head of Metropolitan ERA Operations

• Melbourne CBD Location
• Permanent Full Time | Hybrid Working
• Competitive Salary | Attractive Employee Benefits

An exciting opportunity has become available for an experienced operational leader to join RACV as Head of Metropolitan Emergency Roadside Assistance Operations. Reporting to the General Manager Automotive Services, this critical leadership role is responsible for the strategic direction, operational performance and continuous improvement of RACV's metropolitan roadside assistance network.

Leading through a team of Area Managers and contractor partners, you will ensure the safe, efficient and member-focused delivery of roadside assistance services across metropolitan Melbourne. You'll play a key role in shaping the future of one of RACV's most visible and essential operations, driving service excellence, workforce capability, operational efficiency and innovation while delivering outstanding outcomes for our members.

What you'll be doing

As a member of the Automotive Services leadership team, you will

•    Lead the strategic direction and operational performance of the metropolitan roadside assistance network.
•    Drive service excellence by delivering safe, efficient and consistent member experiences across employee and contractor service models.
•    Establish and monitor performance frameworks across safety, service, productivity, people, financial and member experience outcomes.
•    Use operational data and insights to identify risks, trends and opportunities for continuous improvement.
•    Lead and develop a high-performing leadership team, fostering accountability, engagement and leadership capability across the metropolitan operation.
•    Oversee workforce planning and capability initiatives, ensuring the operation has the skills, capacity and readiness to meet current and future service demands.
•    Manage contractor partnerships, service standards and commercial performance to support strong operational and member outcomes.
•    Lead safety, wellbeing and risk management strategies across employee and contractor environments.
•    Drive operational transformation, technology adoption and innovation initiatives, including emerging vehicle technologies, digital tools and future mobility services.
•    Manage budget performance and productivity initiatives, balancing commercial outcomes with safety, service quality and member experience.
•    Partner with People & Culture to support workforce planning, employee relations and consultation across a unionised operational environment.

About you

You are a seasoned operational leader with a strong track record of leading large, geographically dispersed teams within a complex, service-focused environment. You are comfortable operating at both a strategic and operational level, bringing strong commercial acumen, leadership capability and an ability to drive performance through others.

What you'll bring

•    Significant senior leadership experience within a large operational, field-based or service delivery environment.
•    A proven ability to lead transformational change while maintaining operational performance and workforce engagement.
•    Strong experience managing performance, productivity and operational excellence across large teams.
•    Experience leading through multiple layers of leadership and developing high-performing leaders.
•    Strong stakeholder management, influencing and relationship-building skills.
•    Experience managing contractor networks and commercial service relationships.
•    Sound understanding of health, safety, risk and compliance obligations.
•    Experience operating within industrial relations and enterprise agreement environments.
•    The ability to use data and insights to drive continuous improvement and informed decision-making.

Experience within emergency services, automotive services, logistics, transport, field services or other 24/7 operational environments will be highly regarded.