About the client
Pace Appointments QLD is partnering with an established global freight and logistics organisation to recruit a key appointment within its Australia and New Zealand leadership team.
With more than 25 years of international success, the business combines shipping technology, established carrier partnerships and a franchise network to deliver domestic and international freight solutions. As the network grows, the business continues to invest in its people, systems and operational capability.
About the role
Reporting to the Chief Operating Officer, you will lead the Head Office Operations team, ensuring franchise owners across Australia and New Zealand receive consistent, responsive and commercially focused support.
Your responsibilities will span franchise support, carrier credits and adjustments, and operational technology testing and improvement. You will develop team leaders, strengthen accountability and identify opportunities to improve service delivery, processes and efficiency.
As a member of the AU/NZ leadership team, you will contribute to the broader direction of the business while remaining close enough to the operation to understand challenges and step in when required. Building effective relationships with franchise owners, carriers and internal stakeholders will be central to your success.
Duties & Responsibilities - Lead and develop team leaders, setting clear expectations and managing performance
- Establish consistent operational procedures, service standards and measures of success
- Monitor service levels, resolution times and franchisee feedback to identify improvements
- Oversee carrier billing discrepancies, claims, credits and adjustments, improving turnaround and recovery
- Manage significant operational escalations and address the causes of recurring issues
- Coordinate team capacity and resources across Australia, New Zealand and offshore support
- Partner with technology teams on system improvements, carrier integrations, testing and release readiness
- Strengthen onboarding, training and operational resources for franchisees and their staff
- Drive process improvements and automation to support continued network growth
Skills & Experience
You will bring demonstrated success leading an operations or service delivery function, ideally within transport, freight or logistics. Experience developing team leaders, building accountability and improving operational performance will be particularly important.
Commercially minded and practical in your approach, you will understand how service delivery, carrier performance and operational efficiency affect business owners and their customers. You will be comfortable using data to guide decisions, managing complex escalations and turning recurring problems into lasting improvements.
You will combine the ability to plan and implement change with a willingness to get involved when the team needs support. Clear communication, sound judgement and a collaborative leadership approach will help you build strong relationships across the business.
Experience supporting franchise or partner networks, managing geographically distributed teams, or implementing operational systems will be highly regarded.
Benefits - $120,000–$130,000 + superannuation + 10% annual bonus
- Hybrid working arrangement based in Brisbane
- Position within the Australia and New Zealand leadership team
- Direct reporting line to the Chief Operating Officer
- Opportunity to influence operational strategy, systems and service delivery
- Established global business investing in its people and technology
If you enjoy developing people, improving operations and taking ownership of results, we would love to hear from you.
Apply via the link below or alternatively contact Nikki Blade on 0457 770 275 for a confidential discussion.
03/9/26
Bne – All
Full-Time
Ref: 1474891