Chief Operating Officer (COO)

Overview

Bailey Nelson is a fast-growing Australian success story, expanding at double-digit comparable growth and adding about 20 new stores each year across Australia, New Zealand, and Canada. While the company is already recognised for strong performance in optometry, it is now seeking an outstanding executive to help drive the next stage of growth.

The organisation is hiring an experienced, commercially sharp Chief Operating Officer to join at an important point in its evolution. This leadership role is designed for someone who can influence the future direction of the business and strengthen how it operates at scale.

Reporting to the CEO and working closely with the co-founders and Executive Chairman, the COO will serve as a strategic partner accountable for operational performance, supply chain leadership, and special projects. The role is central to improving efficiency, supporting innovation, and helping the business deliver excellent outcomes for customers and the team.

With strong foundations already established, the company’s current priorities include raising operational maturity, improving patient and customer experience, refining systems and processes, and building a high-performing culture that can grow sustainably.

Key Responsibilities

• Work alongside the Executive Leadership Team to deliver strategic priorities and business improvement programs.
• Lead logistics, 3PL partnerships, product fulfilment, and inventory control.
• Strengthen organisational capability and enable better execution across the business.
• Build a culture grounded in accountability, teamwork, innovation, and continuous improvement.
• Improve efficiency, scalability, and service delivery across all functions.
• Identify ways to lift profitability, productivity, and customer outcomes.
• Manage stocktakes, consumable supplies, and wider operational inventory needs.
• Enhance supply chain performance and maintain strong supplier relationships, including contact lens suppliers.
• Protect continuity of operations and service quality across the distribution network.
• Support consistency in store operations and customer experience across all sites.
• Oversee maintenance and fitout projects so stores meet operational and brand standards.
• Manage website operations and e-commerce performance.
• Support digital transformation, systems improvement, and automation initiatives.
• Improve workflows and use technology to enhance both customer and employee experience.
• Lead health and safety efforts and maintain compliance across the business.
• Strengthen governance, compliance, and operational risk controls.
• Manage external suppliers, contractors, and other operational service partners.

Success Measures

• Develop stronger leadership capability and accountability across the organisation.
• Improve employee engagement, retention, and overall performance.
• Support and reflect the company values of being tight-knit, down to earth, and always improving.
• Increase operational efficiency, scalability, and service delivery.
• Deliver process improvements and better ways of working.
• Complete operational projects on schedule and within budget.
• Improve profitability, margin performance, and overall operational results.
• Raise customer satisfaction and improve the fulfilment journey.
• Support sustainable growth across retail, e-commerce, and operational channels.

About You

You are a strategic but hands-on operational leader who performs well in fast-moving and evolving environments. You combine commercial thinking with practical execution and are comfortable leading through change.

What You Bring

• Extensive senior operational leadership experience in retail, manufacturing, e-commerce, consumer goods, healthcare, or other high-growth settings.
• Proven ability to run complex operational areas such as supply chain, logistics, fulfilment, manufacturing, and customer operations.
• Strong commercial judgement, including experience managing budgets, margins, and business performance.
• Background in operational change, systems improvement, and process optimisation.
• Solid knowledge of quality assurance, supplier management, and operational compliance.
• Experience delivering large operational projects, fitouts, and cross-functional initiatives.
• Excellent communication and stakeholder management skills.
• A pragmatic, adaptable, and hands-on leadership style.
• Strong commitment to building culture, high-performing teams, and scalable operational success.

Why Consider This Opportunity

• Close collaboration with the co-founders and executive leadership team.
• Meaningful scope to shape strategy and support growth across the business.
• Wide influence across operations, supply chain, customer experience, and commercial performance.
• A purpose-led workplace that is collaborative and values driven.
• The chance to lead significant transformation and create long-term impact.

Additional Information

Bailey Nelson welcomes applicants from all backgrounds and identities and is committed to maintaining an inclusive, diverse workplace.

Applicants who are experienced operational executives and are interested in leading, influencing, and scaling a growing organisation are encouraged to consider this opportunity.