Job Description Permanent, Full Time The Operations and Student Journey Manager provides leadership and strategic oversight for the operational effectiveness and student experience across all campuses of Acknowledge Education (AE) and the International College of Hotel Management (ICHM). This role is responsible for ensuring the delivery of seamless, student-centred services, with accountability for timetabling, space optimisation, campus capacity, facilities, student surveys, student engagement initiatives and the coordination of operational strategy across multiple campuses. The role ensures operational capacity, compliance and student experience initiatives are aligned with institutional growth and regulatory obligations. The Manager works closely with senior academic and professional leaders to enhance the student journey from enrolment to graduation and again as alumni, ensuring compliance with regulatory standards across both VET, Higher Education, VCE and HSP, including the ESOS Act and National Code. Key Responsibilities: Provide leadership to campus operations teams to ensure consistent, high-quality service delivery across all campuses. Oversee campus operations, facilities, risk and emergency preparedness to maintain safe, compliant and effective learning environments. Lead initiatives that enhance the student journey, retention and satisfaction, using survey insights and data to drive continuous improvement. Work collaboratively with academic and professional teams to ensure seamless student support across the full student lifecycle. Provide governance and support for Student Representative Councils and alumni engagement initiatives at a national level. Act as a key liaison between operations, academic teams and senior leadership on operational, engagement and wellbeing matters. Build strong partnerships across internal teams to support coordinated, student-centred service delivery. Oversee national operational reporting, benchmarking and system use to inform executive decision-making. Ensure compliance with relevant legislative and regulatory frameworks, including TEQSA, ASQA, ESOS Act and the National Code. Oversee risk management, WHS, contractor compliance and audit readiness across campuses, and participate in critical incident and SASH governance as required.
