Business Operations Lead

BatFast is a leader in global sports technology, founded in 2016 to increase participation in sports worldwide. We use data, augmented reality technology, machine learning, and robotics to re-engineer how sports are played. We currently innovate, design, develop, and build multisport simulators for training and entertainment industries.

The BatFast team is looking for a multi-skilled candidate with excellent interpersonal skills for the position of Services & Operations Manager, who will help coordinate, develop and innovate the operational function within the business.

Responsibilities:

• Innovation: Advocate for sharing best practices and insights with other teams. Independently execute projects & initiatives, involving and delegating tasks to the team for collective success. Utilise cross-functional feedback to establish innovative and standardised approaches to work. Motivate the BatFast team members to share and fully implement new ideas.
• Product Delivery: Project manage installations in coordination with the Supply Chain Manager. Develop maintenance and service systems in line with site/machine requirements, working closely with the technical department. Train staff internally and externally on installation, production, assembly & maintenance service as required. Development of risk assessments and health & safety systems. Foster a spirit of continuous improvement within the Operations team. Proactively identify and resolve obstacles for the team and ensure all SLAs are met. Implement standard practices with the team to ensure procedures are followed consistently. Maintain high standards when ensuring all systems are utilised correctly by BatFast team members. Play a crucial role in the successful execution of various large-scale and strategic programs and projects, engaging all stakeholders. Ensure clear project plans are agreed upon by the team.
• Client Success: Drive client onboarding processes. Manage hands-on activities of the team, including assembly, deliveries, installations & packaging. Manage B2B customer relationships and ensure customer success. Support installations as required, finding suppliers, reducing installation time, and shipping costs. Effectively address challenges raised by stakeholders, to ensure a seamless client experience. Manage client expectations using product knowledge & experience. Establish targets for client service excellence, including NPS scores, and communicate them clearly to the entire team. Confidently handle client challenges and resolve issues to promote client success.
• Team: Build, recruit, train and manage agency staff and interns supporting installations, production & maintenance. Collaborate with the Technical department and Supply Chain Manager to improve the production/assembly process. Provide operational leadership support for investment and raise conversations. Assist BatFast team members to develop individual skills. Provide mentorship and support to junior team members.

About You:

• Experience: Relevant qualification such as Business, or equivalent professional experience. 5 years working in industry (project management/client relationships). International experience collaborating with diverse stakeholders, managing global projects and navigating cross-cultural environments effectively. Tooling experience - the role involves working with specialised equipment and tools integral to the production and assembly processes. Understanding of the Sport industry - All 3 sports (Cricket, Baseball, & Tennis).
• Innovative thinking: Ability to find creative solutions to challenges and adapt to changing market demands, by implementing new ideas.
• Adaptability: With shifting market trends, evolving customer preferences, and technological advancements, you must be adaptable to embrace change, and pivot strategies when necessary.
• Communication: Effective communication is essential to convey expectations, align team members, and collaborate with various stakeholders.
• Team Management and Collaboration: Effective team management involves motivating and empowering team members to achieve shared objectives. Openness to help the business in other departments in busy periods not directly linked to Services and Operations.

Extended Responsibilities:

• Operational Strategy Delivery: Take responsibility for supporting the implementation of BatFast's operational strategy, ensuring that day-to-day operations and international projects are aligned and within budget. Create and implement a sustainable support and service structure for the Australian market ensuring budget constraints are met. Own and manage BatFast Australia stock to meet cost efficiency measures. Create Australia's supply chain for cost-effective and scalable deployment.
• Resource and Supply Planning Responsibility: Responsible for building the Operations team in Australia in a cost-effective manner, such that the business is profitable and can scale. Be accountable for providing accurate data, forecasts and recommendations to inform operational resources and supply planning in line with the sales pipeline. Ensure resource plans are delivered effectively within assigned projects. Report and monitor client performance metrics, usage patterns, SLAs and satisfaction levels to ensure optimal outcomes and proactively address any issues before they impact the relationship.
• Client Success Ownership: Supporting commercially for region-wide business developments as and when requested to ensure the success of BatFast in Australia. Take responsibility for identifying and resolving operational barriers that may affect client delivery within international projects, ensuring issues are escalated appropriately and client expectations are met.
• Budget Responsibility: Monitor and track costs within assigned projects, ensuring efficiencies are achieved and escalating budgetary concerns where required, escalating financial decisions to the Head of Operations. Clear focus on reducing costs to supply, install, train, service and maintain for the Australian business to be successful in scaling.
• Team Mentorship & Coaching: Provide day-to-day coaching, guidance and support for operational team members and agency staff on-site, enabling effective delivery of installations, services and maintenance. Full performance management accountability for all staff locally.
• Account Management: Serve as the primary point of contact for all BatFast Australian clients, building and maintaining strong, long-term relationships that drive customer satisfaction and loyalty. Proactively identify and close opportunities to grow revenues with existing clients. Take accountability for revenue growth from existing Australian accounts, and achieve annual revenue growth & NPS targets. Oversee contract renewals, negotiations, and variations, ensuring terms are mutually beneficial and support long-term partnerships.

What Does Success Look Like Y1:

• Hitz Australia sites launched in-line with contract volumes and business plan.
• Cost-effective and scalable operations model for installations, service and maintenance, support.
• Cost-effective and scalable supply chain established for fabricated items, out of scope items, target and control boxes.
• Stock management and logistics process established.
• Achieve and accurately report NPS >8 for new clients.
• Agreed SLAs.