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
