About
Impact Co. is a management consulting firm working to drive positive impact across health, mental health, social services and First Nations sectors. Through a deep appreciation of people's experiences and the evidence that shapes them, we work to deliver clarity from complexity: cutting through competing priorities, building trust, and creating alignment across people, organisations, communities, and systems.
We specialise in delivering insights, strategy, design and evaluation services to purpose led organisations, including government agencies and not for profits, helping them create positive social impact. As we continue to grow, we're looking for an Operations Manager to strengthen the systems, processes and governance that underpin our work.
This is a pivotal role focused on optimising processes, managing resources, and driving productivity to enhance service delivery. The Operations Manager will be focused on operational execution, assurance and team enablement to ensure the business runs smoothly, remains ISO‑compliant, and has the resources needed to scale sustainably.
The Role
Reporting to the Head of Growth & Operations, you'll support the day‑to‑day operational engine of the business. You'll oversee systems, reporting, team operations and administrative delivery. You'll work closely with the Head of Growth & Ops to support the execution of key strategic internal projects aligned to the business strategy, while maintaining strong internal controls, audit readiness and operational discipline across each function.
Key Responsibilities
Processes & Governance:
* Own and continuously improve core operational ways of working, SOPs and knowledge sharing
* Oversee the maintenance of risk, compliance and governance registers
* Ensure audit readiness and ongoing ISO certification compliance
* Enforce operational policies and internal controls
* Manage a team including the day-to-day coordination of the offshore admin team of 2, other internal roles and any third-party service provider relationships.
Financial, Resourcing & Utilisation:
* Financial management and oversight of operational financial hygiene e.g support margin and utilisation awareness across client projects, track internal operational budgets, forecasts and cost management, oversee invoicing coordination and expense management across the business.
* Coordinate people operations including recruitment scheduling, onboarding, engagement and performance logistics
* Lead, triage and prioritise work across the admin team, this includes implementing clear quality assurance – communicating clear standards, briefs and expectations for administrative delivery
Reporting & Insights:
* Prepare internal reporting and briefing packs for strategic forums at monthly, quarterly and annual intervals
* Support internal and external communication of impact measurement/stories, sector insights, key wins.
* Ensure data integrity across our systems and the CRM (Productive), this includes ensuring data dashboards remain accurate, our analytics and reporting tools are informing key decisions and that the business can effectively keep track of its KPIs and supporting data.
Change & Systems Enablement:
* Manage the rollout of new processes, systems and tools, where required
* Optimise business processes and transformation projects through clear documentation, training and reinforcement
* Support the roll-out and use of AI enabled processes across the business
* Liaise with and manage the IT Managed Service Provider (external provider), lead regular managed service and security meetings and act on any service recommendations.
* Manage the admin function and tech troubleshooting (in collaboration with the MSP) for the full tech stack of software and hardware in the organisation.
About You
You're a structured, commercially aware operator who enjoys building clarity, improving systems and enabling others to do their best work.
You'll bring:
* Experience in an operations role within a professional services or consulting environment
* A continuous improvement mindset and comfort working in a scaling organisation
* Confidence managing projects and managing people (including offshore teams)
* Excellent written communication and reporting skills
* Strong capability in financial tracking, utilisation and capacity planning
* Good technical knowledge of tech enabled workflows e.g MS 365, Copilot, Slack, Notion, Productive
Desirable additional experience
Experience supporting ISO or similar quality frameworks, People/HR process experience, Experience or interest in Health, Mental Health, First Nations or Social Services.
Why Impact Co
* Purpose‑driven work with real community impact
* Close collaboration with senior leaders
* Genuine opportunity to shape how a growing firm operates
* Flexible, wellbeing‑centred working arrangements and benefits
* Clear pathways for growth into senior operations leadership
Our services
We specialise in the following services:
* Insights: Data analytics, User insights, Needs assessment
* Strategy: Strategy and policy development, Strategic and business planning, Feasibility studies and business cases
* Design: Service planning and design, Product design, Operating model design
* Evaluation: Program and service evaluation, Organisational reviews
Our values
Our values are the driving force behind everything we do. They are what makes us different.
* Heart: We prioritise lived experience and hear the needs and voices of hard-to-reach groups in our projects.
* Fresh: We apply the latest sector expertise and evidence, and serve as a critical friend to tease out new ways of tackling problems.
* Grit: We adopt agile ways of working and robust processes that allow us to deliver large and complex projects within tight timeframes.
Team benefits
* Full-time role with every second Friday off (i.e. compressing the hours from 10 business days into 9 working days)
* 5 extra days of leave each year (i.e. three wellbeing days, birthday day-off and Impact Co. day). This is in addition to the standard 20 days of annual leave
* Annual Wellbeing Fund
* Modern tech allowance and new starter kits
* (After 1st year) Additional bonuses dependant on the organisation's Revenue Sharing Scheme.