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About the Role

Lead the strategy and delivery of operational excellence across Roadside, driving improvements that enhance member experiences, increase frontline effectiveness, and reduce cost to serve. Partner with senior leaders to simplify processes, solve complex business challenges, and deliver measurable outcomes at scale.

Responsibilities

• Lead the operational excellence and process optimisation strategy for the Roadside business.
• Drive a portfolio of high-impact improvement initiatives that enhance member outcomes and operational performance.
• Lead, coach, and develop a specialist team focused on continuous improvement, service design, and operational effectiveness.
• Partner with senior stakeholders to identify opportunities, influence decisions, and deliver sustainable business change.
• Use Lean Six Sigma, service design, and data-led insights to remove friction, simplify processes, and unlock value.
• Build continuous improvement capability across the organisation through coaching, governance, and best practice frameworks.

Requirements

• Significant experience leading operational excellence, process optimisation, business improvement, or service design functions.
• Proven success leading teams and delivering complex, enterprise-wide transformation programs.
• Lean Six Sigma Black Belt certification with strong expertise in structured problem-solving and continuous improvement methodologies.
• Experience with modelling using BPMN 2.0 workflows.
• Strong commercial acumen with the ability to identify, prioritise, and deliver measurable business benefits.
• Exceptional stakeholder engagement and influencing skills, with experience partnering at an executive leadership level.
• A strategic mindset, passion for continuous improvement, and a track record of driving meaningful operational change.

Skills

• Lean Six Sigma
• Service Design
• Data-led insights
• BPMN 2.0 workflows
• Stakeholder engagement
• Influencing skills
• Strategic mindset

Location

• Australia

Work Type

• Full-time

Experience Level

• Senior
• Master Black Belt certification will be highly regarded

Education Level

• Lean Six Sigma Black Belt certification

Benefits

• Progressive flexibility, leave and well-being benefits.
• Travel discounts on SIXT car rental, cruises, and accommodation at NRMA Holiday Parks and Resorts.
• Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more.
• Discounts on a range of NRMA personal insurance products including car, home & travel.
• Opportunity to grow, progress or relocate career within the NRMA Group or different locations.

About the Company

• One of Australia's most trusted brands and proudly member owned, with people and community at the heart of everything.
• The NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.
• A career with NRMA means creating the future you want, while helping the NRMA Group to keep moving Australia forward.

Equal Opportunity

• We’re for inclusion, diversity and representing the members, guests, customers and communities we serve.
• We welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.