Operations & Fulfilment Manager

This is a remote position.

Employment Type: Full-time, Remote

Reports To: Founder & CEO

Working Hours: 10AM-6PM AEST

Weekends: Saturday & Sunday

About the Opportunity

Remote Office is a global talent infrastructure company helping Australian businesses build and manage high-performing offshore teams. Shift AI is an execution infrastructure company that helps businesses scale through intentional automation and AI agent deployment.

Both businesses are growing, and so is the wider portfolio. The Founder’s time needs to move toward building, not running. This role owns the operational layer: clients who are well supported, satisfied, and growing with us, client fulfilment delivered on time, compliance done and recorded properly, margins protected, and the group’s startups scaling cost-effectively.

This is not a coordination role. It is an ownership role. You will run fulfilment like a project office, own compliance outcomes, be the escalation point when clients are at risk, and drive results without needing to be managed.

What You Will Own

Fulfilment & Delivery

• Run client fulfilment (recruitment) as projects - scope, milestones, owners, deadlines, and tracking - so every client placement is delivered on time
• Lead project planning and execution across the businesses, and coordinate delivery teams: task allocation, sprint or project cadence, and performance tracking

Client Service, Satisfaction & Growth

• Own client satisfaction and support quality across both businesses, working with the client service team - set service standards, response times, and satisfaction measures, and hold the team to them
• Track client health (satisfaction, renewals, repeat business) and link it to revenue - spot at-risk accounts and expansion opportunities early, and work with sales to act on them
• Be the escalation point for delayed or at-risk fulfilment and client issues, and resolve them before they become churn

Revenue, Profit & Pricing

• Work with revenue and profit data as part of the job - track margin by client, role, and region, and flag leakage early
• Design and execute cost and pricing strategy across both businesses - reviewing resourcing costs, setting client pricing, and protecting margins as we scale
• Own client invoicing - accuracy, timeliness, and follow-through are non-negotiable
• Own tool and software subscription management - renewals, cancellations, cost reviews

Compliance & Finance Operations

• Own BAS and tax filing deadlines - ensure every filing is lodged on time, liaising with the accounting team and external accountants
• Make sure records, documentation, and filings are kept in an organised, audit-ready way, and direct the bookkeeper’s compliance and invoicing work

Contracts & Legal Compliance

• Fine-tune contracts to the context of each deal - client, service, and contractor agreements - so terms fit the situation and protect the business
• Draft, review, and maintain the businesses’ Terms & Conditions and Privacy Policies, and keep them current as the businesses and regulations change
• Weigh commercial and legal risk in the business’s best interest, and bring in external legal counsel for high-stakes or unusual matters

Portfolio Scaling

• Help the portfolio startups scale their operations in a cost-effective, aggressive direction - lean processes, tooling, and cost controls drawn from what works in Remote Office and Shift AI

Systems & Communication

• Build and maintain operational systems, documentation, and reporting that let the business run without founder involvement
• Prepare business and client-facing presentations as required - Canva proficiency expected
• Collaborate regularly with clients, team members, accountants, and external parties in a clear, professional manner

What We Are Looking For

Non-negotiables

• Fluent English - written and spoken; clear, precise, professional communication
• Experience running delivery or fulfilment as projects with hard deadlines - software delivery (Agile/sprint) or recruitment/staffing fulfilment
• Experience owning statutory compliance cycles (BAS/GST/tax or equivalent) through accountants, with records kept organised
• Commercial literacy - comfortable working with revenue, margin, and pricing
• Contract drafting and review beyond templates, adapting terms to context; experience drafting or reviewing T&Cs and privacy policies
• Proven client service leadership - handling escalations and improving satisfaction, retention, and repeat business
• A decision-maker, not a task-taker - comfortable owning outcomes

  Systems thinker - builds durable processes, not one-off fixes

Strong Edge

• Familiarity with Australian BAS and ATO requirements
• Proficiency with AI tools and automation - ClickUp, Slack, Zoho Books, AI agents
• Experience working across multi-entity or cross-border business structures
• Experience scaling operations in a startup or agency environment

The Kind of Person We Are Looking For

The title is Operations & Fulfilment Manager. The reality is closer to a business partner who runs the engine.

We value calm over urgency, clarity over volume, and ownership over effort. If you’re someone who sees a deadline or a client at risk, steps in, fixes it, and builds the system so it doesn’t happen again - you’ll fit here.

What You Can Expect

• Genuine scope and real decision-making authority over operations, fulfilment, and compliance
• Direct access to the Founder
• A team that values clarity, ownership, and doing things properly
• The tools, structure, and context to do the job well

Remote Office and Shift AI are equal opportunity employers. We hire based on capability, character, and fit - nothing else.