We're seeking a Senior Change Manager – Operations who thrives in fast-paced, member-facing environments. You will lead the delivery of operational change across key frontline areas, including our Contact Centres and our Branch network, ensuring change is practical, well-timed and embedded into day-to-day operations.
You'll provide direction and support to a small team of change practitioners, while remaining hands-on in shaping and delivering change initiatives that impact service delivery, workforce readiness and member experience. Your ability to balance strategic intent with operational realities will be critical to ensuring changes land effectively and sustainably.
This position offers a combination of remote and in-office work, requiring attendance at both our Joondalup and West Perth locations as well as visits to our Member Branches.
This is a 12-month maximum term opportunity, with potential extension and permanency depending on portfolio needs, performance and organisational priorities.
What will you be doing?
* Managing a complex and varied portfolio of operational change management activities, projects, initiatives and resources in line with agreed change methodologies.
* Lead the collaborative planning, development and implementation of change initiatives within the operational business areas such as our contact centres & branches.
* Providing effective leadership, management, engagement, support and guidance to Change team members to drive performance and accountability across all business areas, programs, initiatives and projects.
* Hands on approach to managing the end-to-end delivery of change initiatives across frontline and operational environments, ensuring changes are embedded sustainably with minimal disruption to service delivery and member experience.
* Driving operational readiness and adoption – Shaping and overseeing workforce readiness strategies, aligning training, communications, resourcing and timing to operational realities, peak demand periods and service level commitments.
* Partnering with senior operational leaders – Acting as a trusted advisor to Contact Centre, Branch and Operations leadership, influencing decisions to ensure change approaches are pragmatic, achievable and grounded in frontline insight.
* Embedding behaviour and performance change – Establishing and guiding coaching models, super-user networks and on-the-ground support to reinforce new ways of working and drive sustained behaviour change.
What are we looking for in you?
* Demonstrated leadership experience managing operational teams within contact centres, branches, or leading Change Managers in dynamic operational settings.
* Extensive experience managing operational change in fast-paced, complex settings such as contact centers, Member Service Centres/Branches, or field operations. Skilled in conducting thorough impact assessments for changes across roles, processes, and systems, including effects on call handling, workforce scheduling, capability development, and support model adjustments.
* Stakeholder management and influence– Demonstrated ability to partner with senior & operational leaders, unionised workforces and diverse frontline teams.
* Advanced communication capability – Experience in setting strategic communication and engagement approaches, ensuring clarity, consistency and appropriate sequencing across multiple change initiatives. Proven experience translating complex change into clear, actionable messages for frontline and operational audiences.
* Strong change planning and orchestration skills – Expertise in sequencing multiple initiatives around rosters, peak seasons, operational risk and business continuity.
* Resilience and judgement in dynamic environments – Comfortable operating in fast-moving, ambiguous settings with competing priorities.
* Strong member and people-centric mindset – Decisions consistently guided by impact to members, frontline staff and service outcomes.
* Proven mastery of change frameworks – Deep experience applying structured methodologies (e.g. PROSCI / ADKAR) to deliver measurable adoption and business outcomes.
* Tertiary qualifications in business, change or a related discipline, or equivalent senior-level experience (desirable).
What can we offer you?
* A visible role with real impact on how we support our members every day.
* Access to RAC's Change Management capability, tools and practice community.
* Hybrid and flexible working options with roster-aligned onsite engagement.
* Career growth & professional development within a supportive change practice.
* A diverse and inclusive culture where all employees can thrive.
* Employee wellbeing initiatives including fitness and mental health support.
* Purpose-driven work that supports the WA community and saves lives on our roads.
About RAC
RAC WA is a member-focused organisation dedicated to serving the Western Australian community. Our mission is to create a safer, more sustainable, and connected future for all Western Australians.
RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone. For assistance during the application process, contact