Growth Operations Manager

About this role

Lead the frontline execution of nib Thrive’s growth strategy, driving strong sales, conversion and retention outcomes through a high-performing team of Growth Consultants.

Reporting to the Head of Growth, you’ll set the standard for how we engage, convert and retain participants. You’ll coach and lead from the front, creating clarity, accountability and consistent performance across the team.

You’ll also shape the environment your team operates in. This is a role for a leader who builds belief, keeps the team engaged and connects daily work to a clear purpose. You’ll bring energy, direction and standards that people want to be part of, creating a team that is focused, accountable and motivated to perform.

As the operational heartbeat of the Growth function, you’ll own the day to day rhythm of lead management, pipeline and performance. You’ll stay close to activity, remove friction, and make sure opportunities are converted, not lost. There’s real scope in this role to lift how leads are worked, how quickly we respond, and how consistently we convert across the funnel.

You’ll continuously improve how the team operates across people, process and technology. That includes refining lead allocation, strengthening follow up discipline and embedding clear, scalable ways of working that maximise conversion and retention outcomes.

Working closely with key stakeholders, you’ll embed strong operational foundations, improve lead utilisation and strengthen conversion capability, ensuring our approach is consistent, ethical and commercially effective.

About you

You bring proven experience leading frontline sales or growth teams, ideally within a contact centre or high-volume customer environment. You’re a strong people leader who sets clear expectations, coaches with intent and uplifts performance through regular, constructive feedback.

You build teams that are engaged, clear on what good looks like, and motivated by results. Your people know where they stand, what they’re working towards, and why it matters.

With a track record of delivering results in target-driven environments, you know how to drive conversion and retention outcomes while maintaining a high-quality customer experience. You take ownership of how the operation performs and are motivated by the opportunity to lift results through better lead management, clearer structure and stronger execution.

You’ll bring:

• Strong judgement and decision making capability, including ownership of issue escalation and resolution in fast moving environments

• Ability to interpret performance data and frontline insight to identify trends, risks and improvement opportunities

• Experience within the NDIS, disability, health or other regulated service environments (preferred)

• Exposure to referral led or partner driven growth models (preferred)

• Experience supporting sales or growth transformation initiatives (preferred)

• Familiarity with CRM systems and contact centre technologies (preferred)

We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we’d love to hear from you!

About nib Thrive 

nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan.

Diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at nibemployment @nib.com.au.

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace

• 50% discount on employee health insurance + 35% off travel insurance

• The opportunity to give back to the community through paid leave for volunteering through nib foundation

• Access to our nib Well Program and corporate fitness discounts

• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits

• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.  

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

Next Steps: If you’re successful in going through to the next stage, you will be sent an online Chat Interview via email from Sapia.ai to complete.