Operations & Fulfilment Manager

This is a remote position.

• Run client fulfilment (recruitment) as projects — scope, milestones, owners, deadlines, and tracking — so every client placement is delivered on time
  
• Lead project planning and execution across the businesses, and coordinate delivery teams: task allocation, sprint or project cadence, and performance tracking
  
  

• Own client satisfaction and support quality across both businesses, working with the client service team — set service standards, response times, and satisfaction measures, and hold the team to them
  
• Track client health (satisfaction, renewals, repeat business) and link it to revenue — spot at-risk accounts and expansion opportunities early, and work with sales to act on them
  
• Be the escalation point for delayed or at-risk fulfilment and client issues, and resolve them before they become churn
  

• Work with revenue and profit data as part of the job — track margin by client, role, and region, and flag leakage early
  
• Design and execute cost and pricing strategy across both businesses — reviewing resourcing costs, setting client pricing, and protecting margins as we scale
  
• Own client invoicing — accuracy, timeliness, and follow-through are non-negotiable
  
• Own tool and software subscription management — renewals, cancellations, cost reviews
  

• Own BAS and tax filing deadlines — ensure every filing is lodged on time, liaising with the accounting team and external accountants
  
• Make sure records, documentation, and filings are kept in an organised, audit-ready way, and direct the bookkeeper’s compliance and invoicing work
  

• Fine-tune contracts to the context of each deal — client, service, and contractor agreements — so terms fit the situation and protect the business
  
• Draft, review, and maintain the businesses’ Terms & Conditions and Privacy Policies, and keep them current as the businesses and regulations change
  
• Weigh commercial and legal risk in the business’s best interest, and bring in external legal counsel for high-stakes or unusual matters
  

• Help the portfolio startups scale their operations in a cost-effective, aggressive direction — lean processes, tooling, and cost controls drawn from what works in Remote Office and Shift AI
  

• Build and maintain operational systems, documentation, and reporting that let the business run without founder involvement
  
• Prepare business and client-facing presentations as required — Canva proficiency expected
  
• Collaborate regularly with clients, team members, accountants, and external parties in a clear, professional manner
  

• Fluent English — written and spoken; clear, precise, professional communication
  
• Experience running delivery or fulfilment as projects with hard deadlines — software delivery (Agile/sprint) or recruitment/staffing fulfilment
  
• Experience owning statutory compliance cycles (BAS/GST/tax or equivalent) through accountants, with records kept organised
  
• Commercial literacy — comfortable working with revenue, margin, and pricing
  
• Contract drafting and review beyond templates, adapting terms to context; experience drafting or reviewing T&Cs and privacy policies
  
• Proven client service leadership — handling escalations and improving satisfaction, retention, and repeat business
  
• A decision-maker, not a task-taker — comfortable owning outcomes
  Systems thinker — builds durable processes, not one-off fixes
  

• Familiarity with Australian BAS and ATO requirements
  
• Proficiency with AI tools and automation — ClickUp, Slack, Zoho Books, AI agents
  
• Experience working across multi-entity or cross-border business structures
  
• Experience scaling operations in a startup or agency environment
  

• Genuine scope and real decision-making authority over operations, fulfilment, and compliance
  
• Direct access to the Founder
  
• A team that values clarity, ownership, and doing things properly
  
• The tools, structure, and context to do the job well