The Role

We’re looking for a highly capable VP of Operations to ensure FrankieOne runs as a well-oiled, high-performance machine. This role combines structured execution, operational depth, and cross-functional leadership, with the ability to roll up your sleeves and make things happen.

You’ll oversee and coordinate key operational functions across Customer Success, TechOps, Onboarding, Support, and Internal Process Improvement, ensuring clarity, accountability, and seamless delivery across departments. You’ll also lead company-wide OKR and QBR processes, driving alignment and measurable impact.

This is a hands-on, systems-oriented role—ideal for someone who thrives on process design, precision, and data-driven decision-making. The right person brings experience from consulting, program management, or business operations within top-tier SaaS or fintech environments, and has the capability to deliver scalable outcomes through structured thinking and disciplined execution.

At FrankieOne, we’re early adopters of advanced tools—including AI—to improve efficiency and scale. You’ll be empowered to identify and deliver technology-driven initiatives that reshape how we operate, embedding structure without slowing innovation.

What You’ll Do

• Lead, coach, and develop high-performing operational teams across Customer Success, Onboarding, and Technical Support.
• Own and manage OKR and QBR processes, ensuring company-wide alignment, accountability, and measurable results.
• Drive operational excellence through KPIs, reporting frameworks, and performance management systems.
• Design and optimise cross-functional processes between Sales, Product, Engineering, and Marketing to improve execution speed and clarity.
• Identify, assess, and implement AI and technology-led initiatives that materially improve efficiency and scalability.
• Lead process optimisation projects to reduce cost, increase speed, and enhance customer experience.
• Implement and maintain tools, systems, and workflows that enable transparency, scale, and repeatability.
• Partner with the CEO and Executive Leadership Team to design and execute high-impact operational initiatives.
• Champion a culture of accountability and disciplined execution, focused on outcomes and continuous improvement.
• Ensure operational compliance with relevant standards and requirements across jurisdictions.
  

What You’ll Bring

• 7+ years in operations, program delivery, or consulting, including at least 4 years in senior operational leadership roles (SaaS, fintech, or consulting).
• Proven success managing complex, cross-functional programs and delivering measurable outcomes.
• Strong process design, business analysis, and project management capabilities.
• Experience from structured environments (e.g. Big Four or enterprise transformation) with a focus on delivery and process excellence.
• Track record of implementing scalable processes, systems, and performance frameworks.
• Highly metric-driven and analytical, with a focus on continuous improvement.
• Hands-on leadership style—pragmatic, disciplined, and results-oriented.
• Experience leveraging AI and technology to create operational step-changes.
• Comfortable operating in a scale-up environment, balancing growth and structure.

Department

Operations

Locations

Melbourne, Sydney

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