Head of Service and Delivery

What we offer Own part of the company with our Employee Share Option Program Access to high-quality e‑bikes Career development and progression opportunities in a rapidly growing and impactful industry The chance to be part of a company that is making a positive impact on urban mobility and sustainability across Australia About the role The Head of Service and Delivery role is a newly established leadership role, reporting to the General Manager, and responsible for overseeing national e‑bike workshops, ensuring the efficient building and maintenance of subscription e‑bikes, managing the fleet of vans and the delivery of new e‑bikes to customers. This is your opportunity to optimise city‑based operations to drive efficiency and enhance the overall customer experience through seamless service and delivery. Key responsibilities National Service & Delivery Leadership - Lead, develop and execute the national service and delivery strategy ensuring alignment with our goals and driving exceptional service delivery, lead, coach and motivate the team to consistently meet operational targets, service level agreements and individual KPIs. Customer Experience & Relationship Management - Ensure our team provides impeccable customer services, champion exceptional service and delivery support, resolve complex customer issues and seek to maintain our 5-star review status. Team Development & Operations - Hire, onboard and provide ongoing training and coaching for the team including developing national operations tools, trackers and best practices for workshop and delivery management, standardise and optimise workshop processes and delivery logistics, and manage facility standard and OH&S policies. Occupational Health & Safety - Manage comprehensive national OH&S policies and procedures for the workshop activities and road services, conduct regular safety audits and risk assessments, ensure we have robust safety protocols, investigate and report on hazards, incidents and near misses implementing corrective action and preventative measures. About You We would love to hear from you if you are a highly motivated individual, who: Has five years proven experience in service and delivery leadership, with three years in a national or multi‑site management role (preferably retail, subscription or automotive industry with a focus on mechanical or technical service). Is a hands‑on leader who can set the strategy and execute it, ensuring momentum and results. Has demonstrated ability to meet or exceed national operational efficiency and service quality targets consistently. Has a strong understanding of service and delivery principles, methodologies and best practices including logistics and workshop management. Is an exceptional leadership, coaching and team building skill set with a proven ability to manage and motivate diverse teams remotely and across multiple locations. Has excellent strategic thinking, analytical, negotiation and interpersonal abilities. Is proficient in CRM software and sales analytics platforms. Is able to manage and organise complex national operations and be systematic, accurate and timely. Has excellent attention to detail and ability to complete systems and administrative tasks thoroughly at a national level. Has good problem‑solving skills with demonstrated ability to identify national problems and implement scalable solutions. Preferred qualifications Strong experience in e‑bike or micro‑mobility service, maintenance and delivery. Ability to use and implement national operational tools and trackers and train others to meet targets. The team at Lug+Carrie are passionate about what we do and are excited to welcome new people into the mix. We provide learning and development opportunities and a flexible work environment where you can thrive, all while riding a premium e‑bike We value diversity and encourage all candidates to apply by submitting a resume and short cover letter explaining why this role excites you and how your experience aligns. #J-18808-Ljbffr