Operations Lead

 Coles Supermarkets  Hawthorn 

Requisition ID: 40959 

Employment Type: Full time 

Good things start here

This could be the very first step towards an exciting new career with us – a fresh beginning. At the Coles Group, these are moments we live for.

Starting good things is what drives our purpose: to sustainably feed all Australians so they can lead healthier, happier lives. With a team of 120,000 people and an iconic portfolio of Australia’s most trusted brands, we’re perfectly positioned to turn a promising start into a whole lot more.



About the role

Want to discover opportunities that challenge you? Connect to a career that can take you places? Inspire millions of Australians to lead healthier, happier lives? eCommerce is where you’ll find the freedom, support, and inspiration to do all that and more. We’re the team at the heart of our digital transformation – the ones creating the unified experiences and inclusive services our customers want and need. Open. Innovative. Accessibility-obsessed. It’s our eCommerce team that are redefining what we do, how we do it and why. So, we can build a digital offering fit for every Australian. So, we can shape the future of retail for better. So, we can find more ways to sustainably feed our nation – today and tomorrow. 


Our eCommerce function is currently going through an exciting period of transformation and growth and as part of that growth we are looking for an Operations Lead to join our team. You will be working in the fun yet challenging Customer Experience Team at Coles Online, as the Operations Lead, you will have proven ability to diagnose, investigate, troubleshoot and lead multiple support teams keeping stakeholders informed.  If you are interested in being part of a major digital transformation and want to contribute to the future of digital retailing at Coles, then do apply now.


Please note we are open to considering candidates based all over Australia.  


What you’ll be doing


You will provide guidance on the back of your wealth of experience to the operational teams running production applications. You will be working alongside other Operation Leads within Coles and Vendors to provide support to our various Coles brands. Some of the key activities of the function but not limited to is as follows.


  • Establishing and maintaining effective governance practices as per ITIL standards.
  • Play the main conduit between our Business partners and IT.
  • Running root cause investigations and leading escalated incidents.
  • Able to work independently and collectively with a broad range of stakeholders.
  • Ability to articulate and translate technical details to management summaries.
  • Reporting on incidents and holding support teams to account.
  • Ensuring team compliance, training, development and overall wellbeing of the team is adequately addressed.  


You’ll also have 

  • 7+ years support experience in leading teams in a complex environment with a multitude of integration points.
  • Strong experience in similar large and complex environments leading multiple support teams.
  • Very strong service delivery background with experience in Incident / Problem and Change management.
  • Demonstrate in-depth experience and understanding of operational environments and processes.
  • Proactively identify and drive technology and process improvements.
  • Ability to analyse and breakdown complex digital systems and concepts and communicate to target audience.
  • Strong written and verbal communication skills.
  • Ability to utilise best practice service management approaches such as ITIL (Information Technology Infrastructure Library).


Given the state/ territory of the position you are applying for, and to enable Coles to provide a safe environment for its team members, there may be a requirement for you to receive a COVID-19 vaccination before commencing work for Coles, unless you are medically exempt. Given this, you will be required to disclose your COVID-19 vaccination status as part of your application for employment with Coles. You may be required to provide further evidence of vaccination status as part of your application.


Why Coles?
We’re committed to making this a great place to work, from day one. From flexible working arrangements to discounts across all our internal brands (including 5% off at Coles supermarkets!), there are plenty of reasons to love working here. Explore all this and more at our Coles Careers website.

Coles Group is an endorsed employer for all women. See our range of benefits and policies directly at WORK180: Coles Group – Work180 Endorsed Employer

For everyone who shares our passion
We encourage applications from people of all ages, nationalities, abilities and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. We’re happy to adjust our recruitment process to support accessibility needs – so reach out to us at www.careers.colesgroup.com.au > Careers for everyone > Disability employment.

We’d love to meet you
If you have the skills, experience and motivation to succeed in this role, please take the next step and submit your application.