The Role
Owns operational delivery across a growing portfolio, including recruitment fulfilment, project execution, client satisfaction, escalations, pricing, margins, invoicing, compliance, contracts, legal documentation, subscriptions, and process improvement. The role builds scalable systems, manages cross-functional delivery, oversees BAS and tax deadlines, supports portfolio companies, and acts as a decision-making business partner to the Founder and CEO.
Summary Generated by Built In
This is a remote position.
Employment Type: Full-time, Remote
Reports To: Founder & CEO
Working Hours: 10AM-6PM AEST
Weekends: Saturday & Sunday
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.
Skills Required
- Fluent English, written and spoken, with clear, precise, professional communication
- Experience running delivery or fulfilment as projects with hard deadlines, such as software delivery, Agile sprints, recruitment, or staffing fulfilment
- Experience owning statutory compliance cycles, including BAS, GST, tax, or equivalent, through accountants
- Ability to maintain organised, audit-ready records and documentation
- Commercial literacy, including revenue, margin, and pricing analysis
- Experience drafting and reviewing contracts beyond templates, including Terms and Conditions and Privacy Policies
- Proven client service leadership, including handling escalations and improving satisfaction, retention, and repeat business
- Strong decision-making and ownership of business outcomes
- Systems-thinking ability to build durable operational processes
- Familiarity with Australian BAS and ATO requirements
- Proficiency with AI tools and automation, including ClickUp, Slack, Zoho Books, or AI agents
- Experience working across multi-entity or cross-border business structures
- Experience scaling operations in a startup or agency environment
- Canva proficiency for business and client-facing presentations
Am I A Good Fit?
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The Company
What We Do
Remote Office is an end-to-end remoteOps platform that helps businesses build and manage global remote teams by providing access to vetted talent, handling compliance and HR issues, and offering strategic consultation.
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