Senior Change Manager - Operations

We’re
** Senior Change Manager – Operations
** who thrives in fast-paced, member-facing environments.  You will lead the delivery of operational change across key frontline areas, including our
** Contact Centres and our Branch network**, ensuring change is practical, well-timed and embedded into day-to-day operations.  seeking a You’ll provide direction and support to a small team of change practitioners, while remaining hands-on in shaping and delivering change initiatives that impact service delivery, workforce readiness and member experience. Your ability to balance strategic intent with operational realities will be critical to ensuring changes land effectively and sustainably.

Hands on approach to managing the end-to-end delivery of change initiatives across frontline and operational environments, ensuring changes are embedded sustainably with minimal disruption to service delivery and member experience.

Demonstrated leadership experience managing operational teams within contact centres, branches, or leading Change Managers in dynamic operational settings.

Extensive experience managing operational change in fast-paced, complex settings such as contact centers, Member Service Centres/Branches, or field operations. Skilled in conducting thorough impact assessments for changes across roles, processes, and systems, including effects on call handling, workforce scheduling, capability development, and support model adjustments. Stakeholder  management and influence– Demonstrated ability to partner with senior & operational leaders, unionised work forces and diverse frontline teams.

Advanced communication capability –  Experience in setting strategic communication and engagement approaches , ensuring clarity, consistency and appropriate sequencing across multiple change initiatives. Proven experience translating complex change into clear, actionable messages for frontline and operational audiences.

Strong change planning and orchestration skills – Expertise in sequencing multiple initiatives around rosters, peak seasons, operational risk and business continuity.

Proven mastery of change frameworks – Deep experience applying structured methodologies (e.g. PROSCI / ADKAR) to deliver measurable adoption and business outcomes. Tertiary qualifications in business, change or a related discipline, or equivalent senior-level experience (desirable).  
* Access to RAC’s Change Management capability, tools and practice community.
* Hybrid and flexible working options with roster-aligned onsite engagement.
* Career growth & professional development within a supportive change practice.
* A diverse and inclusive culture where all employees can thrive.
* Employee wellbeing initiatives including fitness and mental health support.
* Purpose-driven work that supports the WA community and saves lives on our roads.

A visible role with real impact on how we support our members every day. RAC is a purpose-led member organisation.

Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State.

Our Purpose is to be the driving force for a better WA.Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians.

Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA.RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds.

For any assistance please contact
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