Operations Manager

We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.

**About the team**

Technology is the backbone of our business. Every day, our teams solve complex problems, the solutions help thousands of our fellow team members succeed and makes millions of customers’ lives easier.

**About the role**

A new, permanent opportunity for an **Operations Manager** is now available at Coles.

Reporting to the Data Science Engineering Manager, this role within Advanced Analytics and AI products will form a critical part of Coles’ business and daily operations. This role manages production operations for these products, ensuring that all systems and processes function efficiently and effectively for business continuity.

**Key responsibilities will include but not be limited to the below**:
**Operations**
- Oversee the day-to-day operations, maintenance and monitoring of all Advanced Analytics and AI products for business continuity
- Ensuring that all Advanced Analytics and AI systems and processes function efficiently and effectively
- Manage service desk operations and ensuring timely resolution of technical issues

**Continuous Improvement**
- Build a strong operations framework to define and maintain realistic SLAs of multiple products
- Develop and implement policies, procedures, and best practices to align with business needs and industry standards
- Develop systems to track, measure and report SLAs
- Evaluate new technologies and recommend solutions to enhance business performance

**Stakeholder Management**
- Collaborate with stakeholders to define how SLA’s will be measured and reported
- Provide regular updates to stakeholders on SLA performance
- Report any exceptions in a clear and concise manner to SLA targets and explain what measures are being taken to address the issues.
- Explain the impact that SLA performance has on the organization, such as how it affects business operations, customer satisfaction, and overall IT performance.
- Solicit feedback from stakeholders on SLA performance and use it to make improvements.
- Provide context for SLA performance by explaining the challenges and limitations of IT operations, such as resource constraints and unexpected events.
- Delivering all communication is a clear and concise manner using appropriate visuals that is easy for both technical and non-technical audiences to understand

**About you & your skills**
- Extensive years of experience in technology in Operations / Project / Product management
- Experience leading a team of technical support associates
- Excellent communication skills, ability to communicate effectively with technical and non-technical stakeholders
- Strong leadership skills, including the ability to manage and motivate teams, delegate tasks, and provide feedback
- Ability to operate in a resourceful and independent manner
- Documentation skills
- Customer Focus: must be customer-focused and committed to providing excellent service to customers external to the Advanced Analytics and AI team.
- Experience managing offshore resources is preferred
- Azure Machine Learning (or relevant AI/ML platform)
- Data pipelines: Airflow, Azure Data Factory
- Monitoring & observability: Datadog / Grafana
- CI/CD tooling: GitHub Actions / Azure DevOps
- Ticketing and collaboration: Jira, Confluence
- Reporting: Power BI
- Database - Snowflake, Databricks
- Programming language - Python, R

**Commercial Skills and Formal Qualifications**
- Bachelor’s Degree in Computer Science, Artificial Intelligence, Information Technology or related field.
- Business and commercial acumen

**What’s in it for you?**
- Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
- Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
- Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hot deals exclusive to team members that translate into additional savings.
- Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks.’ You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
- Opportunities for learning and development: No matter where you start within our diverse business, you’ll hav