Chief Operating Officer (COO)

Bailey Nelson is one of Australia’s high-growth success stories, growing at double-digit comps and opening around 20 new stores per year across our three markets of Australia, NZ and Canada. Whilst we are best-in-class in the optometry field, we have ambitions to continually expand and improve and are looking for an exceptional executive to join our team.

Bailey Nelson is looking for an experienced and commercially minded Chief Operating Officer to join our business at a pivotal stage of growth. This is a leadership opportunity to help shape the next chapter of our organisation.

Reporting directly to the CEO and working closely with both co-founders and Executive Chairman, the COO will act as a strategic partner, responsible for driving operational excellence, supply chain and special projects ensuring the organisation continues to innovate, operate efficiently, and deliver exceptional outcomes.

With a strong foundation already in place, the business is now focused on strengthening operational maturity, enhancing patient and customer experience, improving systems and processes, and building a high-performing culture that can scale sustainably.

About the Role: 

As COO, you will play a critical role in helping shape the future direction and operational success of the organisation by:

• Partnering closely with ELT (Executive Leadership Team) to execute strategic priorities and business improvement initiatives
• Overseeing logistics, 3PL relationships, product fulfilment, and inventory management
• Building strong organisational capability
• Creating a culture of accountability, collaboration, innovation, and continuous improvement

• Driving operational efficiency, scalability, and service delivery across all business functions
• Identifying opportunities to improve profitability, productivity, and customer outcomes

• Managing stocktake processes, consumables, and operational supply requirements
• Driving supply chain efficiencies and ensuring strong supplier relationships, including Contact Lens suppliers
• Ensuring operational continuity and high service standards across the distribution network

• Supporting operational consistency and customer experience across all locations
• Managing store maintenance and fitout projects to ensure operational excellence and brand standards

• Overseeing website operations and e-commerce performance
• Driving digital transformation, systems optimisation, and automation initiatives
• Improving operational workflows and leveraging technology to enhance customer and team experience

• Leading Health & Safety initiatives and ensuring compliance across the business
• Strengthening governance, compliance, and operational risk management frameworks
• Managing external suppliers, contractors, and operational service providers
  

Success Will Be Measured Across:

Leadership & Culture

• Developing leadership capability and accountability across the organisation
• Enhancing employee engagement, retention, and performance
• Aligned to our values - Tight Knit, Down to earth and constantly improving.

Operational Excellence

• Improving operational efficiency, scalability, and service delivery
• Delivering process improvements and smarter ways of working
• Successfully executing operational projects on time and within budget

Commercial & Customer Outcomes

• Driving profitability, margin improvement, and operational performance
• Enhancing customer satisfaction and fulfilment experience
• Supporting sustainable growth across retail, e-commerce, and operational channels

About You:

You are a strategic yet hands-on operational leader who thrives in fast-paced, evolving environments.

You bring:

• Significant senior operational leadership experience within retail, manufacturing, e-commerce, consumer goods, healthcare, or high-growth environments
• Proven success leading complex operational functions including supply chain, logistics, fulfilment, manufacturing, and customer operations
• Strong commercial acumen with experience managing budgets, margins, and operational performance
• Experience leading operational transformation, systems improvement, and process optimisation initiatives
• Strong understanding of quality control, supplier management, and operational compliance
• Experience managing large-scale operational projects, fitouts, and cross-functional initiatives
• Excellent stakeholder management and communication skills
• A pragmatic, adaptable, and hands-on leadership style
• Passion for building strong culture, exceptional teams, and scalable operational success
  

Why This Role?

• Opportunity to work closely with our inspirational co founders and executive leadership team
• Significant scope to shape operational strategy and organisational growth
• Broad business influence across operations, supply chain, customer experience, and commercial performance
• Purpose-led, collaborative, and values-driven culture
• Opportunity to drive meaningful transformation and long-term success

If you are an experienced operational executive looking for an opportunity to lead, influence, and scale a growing organisation, we would love to hear from you.

Ready to frame your future? Apply now.

Bailey Nelson is proud to be an inclusive, diverse workplace. We welcome applicants from all backgrounds and identities.