This is a Operations Lead (Finance & Customer Success) role with Co-Hive based in Alexandria, NSW, AU Co-Hive Role Seniority - mid level More about the Operations Lead (Finance & Customer Success) role at Co-Hive Role Title: Operations Lead (Finance & Customer Success) Salary: $90,000 – $125,000 (including superannuation) - salary based on experience Employment Arrangement: Full-time Location: Alexandria, NSW Flexibility & Availability: Flexible working arrangements may include adjusted hours and work-from-home where appropriate Reports to: COO Closing Date: 30th January 2026 (interviews commencing immediately) Lead day-to-day operations across finance and customer success, ensuring teams and participants are well supported. About Co-Hive Co-Hive is a Sydney-based organisation empowering young adults aged 17–35 with disability, neurodiversity, and low support needs to achieve award-wage open employment, build independence and advocacy, and develop strong social connections. Founded by an experienced leader in special education with deep expertise in post-school transitions, Co-Hive exists because too many young adults with low support needs disability were leaving school without successful pathways into employment, further education, or meaningful community life. In just two years, we’ve achieved: National Award Winner: Best New Disability Business in Australia (2024) National Award Finalist: Best Disability Employment Pathways Program in Australia (2025) 2 hubs (both located in Alexandria) 15 full-time staff and contractors, supported by a highly skilled offshore team 140 participants attending each week More importantly, Co-Hive has built something rare and deeply needed - a genuine community. We have supported hundreds of young adults and their families to move from uncertainty to confidence, from limited options to real pathways, and from isolation to belonging. For many families, Co-Hive has restored hope for a future their young person can feel proud of - one grounded in purpose, independence, contribution, and meaningful success. About the Role The Operations Lead (Finance & Customer Success) is a newly created role that sits at the intersection of operations and systems, finance and billing, and participant experience. The disability sector is fast-changing. Funding rules, processes, and plan structures shift regularly, directly impacting how participants are supported, how families navigate funding, and how organisations like Co-Hive operate and are paid. This role is for a flexible problem solver, a doer and a systems thinker. You will resolve what is needed today - billing issues, system gaps, process inefficiencies - while also building scalable systems that support Co-Hive’s future growth. As a customer facing role, you will support participants and families to understand and navigate their funding, while ensuring invoicing is accurate, compliant, and sustainable. This is not a purely back-office role; it requires confidence working with people, systems, and complexity, whilst showing empathy and understanding along the way. Key Responsibility Areas: 1. Participant Billing & Finance Operations Own participant billing end-to-end, from set-up through to invoicing and payment Ensure billing accurately reflects services delivered and agreed arrangements, resolving issues thoroughly and efficiently Lead and support a small Finance team, with some staff based offshore. 2. Customer Success & Participant Support Act as a trusted point of contact for participants, families, and stakeholders to communicate funding, invoices, and processes clearly and confidently Support participants and families to feel informed, supported, and respected, identifying issues early and step in with solutions 3. Systems, Operations & Future Readiness Own and improve billing systems, tools, and workflows Use advanced spreadsheets, digital platforms, automation, and AI to improve accuracy and efficiency Build systems that work now and scale as Co-Hive grows to ensure operations remain agile and responsive About You You will bring relevant experience and qualifications aligned to this role, along with a strong understanding of best practice in your field. You are someone who is: Experienced in finance operations and/or billing , comfortable managing complex processes, with strong analytical skills and a problem-solving mindset across financial systems and billing workflows. Organised and detail-oriented , with a strong focus on quality and deadlines, thriving in busy environments while remaining meticulous, structured, and focused on smooth, well-documented operations. Strong technology skills , confident using spreadsheets, digital tools, automation, and AI to improve systems and design workflows that support scalable growth. A fast, adaptable learner who stays calm under pressure and implements change efficiently and effectively. Experience in the NDIS or disability sector is beneficial but not essential, with the right mindset, capability, and eagerness to learn. Experienced supporting and leading others in collaborative team environments, providing clear direction, managing performance, and supporting high-quality work and professional growth. An excellent communicator with strong written and verbal skills and a people-first approach, able to build rapport quickly, support customer success, and deliver smooth end-to-end processes. Why Work at Co-Hive Our staff are fundamental to Co-Hive’s impact. We’re entering an exciting next phase, and looking for value aligned staff to join our team. Below are some other benefits to joining our team: Do work that truly matters: Be part of an organisation delivering real, measurable change, where your work directly improves lives and shapes meaningful outcomes for people, families, and communities. Grow and be supported: Professional development is a priority at Co-Hive. You’ll work with a passionate, hands-on team that values trust, innovation, and collaboration, while actively investing in your learning, development, and long-term career growth. Enjoy wellbeing perks: Join in an organisation that values balance, connection, and contribution - all within a dynamic, high-energy environment where each day is meaningful, challenging, rewarding, and fun. Real financial benefit: Co-Hive is awaiting Public Benevolent Institution (PBI) status, expected to unlock tax-effective salary packaging and increase eligible employees’ take-home pay Preparing for Your Application Before applying, we encourage you to: Visit our website to explore our Buzz Bulletin, Impact Report, and program information Follow Co-Hive on Instagram, LinkedIn, Facebook, and YouTube Familiarise yourself with the Australian Disability Strategy 2021–2031 How to Apply Applications must be submitted via the Co-Hive website - www.cohive.com.au/careers . You’ll be asked to upload: Part 1: Your resume Part 2: A cover letter outlining why you’re a strong fit for the role Part 3: A short introductory video (1–2 minutes) Please Note: Applications are reviewed as they’re received, so early submission is encouraged All application materials (resume, cover letter, and video) are required for your application to be considered Shortlisted candidates will be invited to an online interview, followed by an in-person interview at our Alexandria Hub Co-Hive is growing, and we’re currently recruiting for multiple roles. Visit our website to explore other opportunities and learn more about our expanding team. Thank you for your interest in Co-Hive - we look forward to receiving your application. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Co-Hive team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities null Participant Billing & Finance Operations null Customer Success & Participant Support null Systems, Operations & Future Readiness Key Strengths null Experienced in finance operations and/or billing null Organised and detail-oriented null Strong technology skills null A fast, adaptable learner null Experienced supporting and leading others null An excellent communicator Why Co-Hive is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Co-Hive not with Hatch.
