Senior Operations Lead

About SEEK Pass

SEEK Pass is a trusted digital passport used by over 5 million people to manage and share their verified identity, credentials and documents. We aim to integrate across the HR ecosystem to provide more value, security and convenience for individuals and organisations in employment-related processes.  

Our primary use case today is helping job seekers to stand out on SEEK by pre-verifying their qualifications, licences and other credentials so that employers can shortlist them with confidence and speed. We operate as a distinct cross-functional business unit, with integrations into SEEK’s job marketplaces across Asia-Pacific. Learn more about SEEK Pass at: https://seekpass.co

The SEEK Group

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation. Find out more about us by visiting https://www.seek.com.au/about/.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK unique and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

• Passion: we are passionate about SEEK, our purpose, our customers and our community
• Team: we care about each other and collaborate to achieve together
• Delivery: we execute with excellence and achieve great results
• Future: we think and act for the long term

The Role

Reporting to the Head of Operations, the Senior Operations Manager is responsible for leading the Operations function of a SEEK Pass sub-domain comprising of 2-5 cross functional squads focused on solving a set of important user Jobs to be Done (JTBD) related to digitalised identity and trusted information. Ops leads embedded within each squad will report directly to this role.

Alongside your co-leaders from Engineering and Product, you form part of the sub-domain leadership team. In our ‘shared leadership’ model, sub-domain leaders are collectively responsible for the overall roadmap, design, delivery and optimisation of the JTBD and product features that your sub-domain is responsible for.

Sub-domains at SEEK Pass include:

• Trust: adding trust to claims by building user journeys to seamlessly collect and verify a diverse range of information to ensure that the claims are true
• Value: building user friendly products that allow individuals and organisations to easily manage their trusted information
• Enable: developing the underlying platform technology and operations tooling that underpin SEEK Pass, including deploying the latest AI/ML techniques.

The ability to effectively operate within a shared leadership model is highly valued at SEEK Pass. By operating in autonomous & accountable cross-functional squads arranged into a sub-domain, we can lift creativity and engagement, develop talent, share context, and scale up the business in a rapidly evolving environment.

The Team

SEEK Pass is a cross-functional scale-up that operates as a distinct business unit in SEEK. We currently employ over 80 people across software engineering, product, operations, and commercial teams in Melbourne, Sydney and Kuala Lumpur. This role is based in Sydney, but occasional brief travel may be required.

This role will report to the Head of Operations, and work closely with the wider operations team, sub-domain co-leaders, engineers, UX designers & product people.

• Work in a passionate, entrepreneurial team with big plans and a real sense of urgency
• Act as part of a cross-functional sub-domain leadership team, helping to shape the sub-domain ambition, set clear direction and objectives for squads within the sub-domain, resolve escalations between teams and ensure that effective ways of working are in place at all levels
• Be a highly effective leader, expert coach, and mentor, who fosters and maintains an inclusive culture within the sub-domain and sets team members up for success, ensuring all are given growth and development opportunities
• Develop deep domain knowledge of our operations, synthesise operational and data-driven insights to influence prioritisation and decision-making, identify opportunities for system-level operational optimisations and improvements
• Ensure consistency and optimal efficiency in sub-domain operations areas, including the methods, practice and processes for scoping, testing, launching, operationalisation and scaling of new product features, credentials and other launches
• Embody the SEEK Pass purpose, principles and behaviours
• Lead the hiring and onboarding of new operations team members for the sub-domain, and adequately capacity plan resource between squads
• Stay informed about and ensure ongoing compliance with relevant laws, obligations and standard operating procedures

• Experience leading a team, with a proven ability to effectively coach, train and manage people, and create a high-performance environment that will get the best out of talented people
• Experience operationalising processes and scaling operations within a start-up environment
• Comfort with ambiguity, with a proven ability to solve complex and detailed problems using a logical and data-driven approach
• Exceptional judgement and decision-making skills, including an ability to manage multiple priorities and initiatives, identifying trade-offs and prioritise the critical few things
• Possess a customer-focused mindset, with excellent written & verbal communication skills
• An ability to collaborate across multiple functions and teams, and to build rapport, identify needs, deliver proposals, and influence senior stakeholders across SEEK Pass and SEEK.
• Positive can-do attitude, demonstrated resilience, shows initiative and takes ownership of outcomes
• Strong attention to detail, able to identify issues and connect the dots to ensure high-quality products are delivered with consistency across multiple autonomous teams
• Good high-level understanding of key technology concepts

Other Qualifications, Skills and Experience

• Experience as a senior leader or operations manager in a start-up environment, working with agile software development teams
• Experience with defining operational or product requirements, tracking performance, exploring drivers, diagnosing issues, etc
• Police checks, identity documents and verification
• Relevant university degree would be advantageous

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.