Operations Manager

About the Role

A fast-growing Australian car detailing brand is seeking an Operations Manager to oversee and manage cross-border operations between Sri Lanka (Back Office) and Australia (Field). The role involves orchestrating people, processes, and performance while ensuring seamless delivery across teams. If youre a fluent English communicator with leadership and project management skills, this is the opportunity to make an impact.

Key Responsibilities

• Manage the operations control tower: reporting, AU+SL leadership huddles, KPI dashboards (sales, HR, utilisation, payments, CX).
• Oversee SOPs & execution: refresh quarterly, design expansion playbooks, improve efficiency, and ensure compliance.
• Manage field operations (AU): stock & equipment cycles, supplier trade accounts, dispatch, enforce checklists, handle incidents/complaints, and ensure SLAs.
• Handle bookings & CX: CRM hygiene (jobs, payments, customer profiles).
• Act as finance liaison: manage invoicing cadence, collections, reconciliations, and align with AU/SL payrolls (EPF/ETF, PAYG, Super).
• Provide people leadership: hiring, onboarding, roster planning, leave management, performance reviews, and running training calendars.
• Lead quality & training: create modules (videos/manuals/shadowing), conduct checklists/exams, and drive continuous improvement.
• Drive growth initiatives: partner with marketing for outreach; track CTR/CPC/CPA conversion revenue; report weekly.

KPIs You'll Own

• Lead response time
• Job utilisation & route density
• Visit success rate & complaint closure time
• DSO/collections, invoice accuracy, payroll on-time
• Hiring time-to-fill, training pass rates, 90-day retention
• Overall revenue targets

What You'll Bring:

• Fluent English (spoken & written) with confidence across time zones.
• 3+ years in project/operations management (BPO, logistics, automotive/field services preferred).
• Proven leadership skills: hiring, coaching, performance management, cross-functional coordination.
• Strong data analysis skills: build dashboards, use Google Sheets/Excel (lookups, pivots, automation).
• Process mindset: ability to spot bottlenecks, design SOPs, and adapt quickly to changes.
• Customer-first attitude: ability to turn complaints into solutions.

Nice to Have

• CRM experience; GA4/Ads familiarity; WhatsApp Business workflows; Google Docs.
• Knowledge of AU basics (AEST overlap, public holidays, invoicing norms).
• SEO/compliance or safety frameworks exposure (bonus).

Location & Hours

• Based in Colombo (Head Office).
• Core hours aligned to Australia (e.g., 3:00 AM 12:00 PM SLT) with flexibility for leadership huddles.

What We Offer

• Competitive remuneration + performance bonus.
• Rapid growth opportunity with a scaling cross-border startup.
• Ownership & autonomy to build systems that last.
• Strong backing from an experienced Australian operations team.
• Annual Australian Team Visit.

If you are interested, please send your CV to jobs@mindplus.global or apply below.