Operations Specialist (Finance & Customer Success)

Role Title: Operations Specialist (Finance & Customer Success)

Salary: $90,000 – $125,000 (including superannuation)

Employment Arrangement: Fulltime

Location: Alexandria, NSW - flexible hours, WFH options

Reports to: COO

Closing Date: 30th January 2026

Start 2026 with purpose. Join a values-led organisation creating real and lasting impact for young adults with disability.

About Co-Hive

Co-Hive is a Sydney-based organisation empowering young adults aged 17-35 with disability, neurodiversity, and low support needs to achieve award-wage open employment, build independence and advocacy, and develop strong social connections.

In just two years, we’ve achieved:

• National Award Winner: Best New Disability Business in Australia (2024)
• National Award Finalist: Best Disability Employment Pathways Program in Australia (2025)
• 2 hubs (both located in Alexandria)
• 15 full-time staff and contractors, supported by a highly skilled offshore team
• 140+ participants attending each week

About the Role

The Operations Specialist (Finance & Customer Success) is a newly created role that sits at the intersection of operations and systems, finance and billing, and participant experience.

The disability sector is fast-changing. Funding rules, processes, and plan structures shift regularly, directly impacting how participants are supported, how families navigate funding, and how organisations like Co-Hive operate and are paid.

This role is for a flexible problem solver, a doer and a systems thinker. You will resolve what is needed today - billing issues, system gaps, process inefficiencies - while also building scalable systems that support Co-Hive’s future growth.

As a customer facing role, you will support participants and families to understand and navigate their funding, while ensuring invoicing is accurate, compliant, and sustainable. This is not a purely back-office role; it requires confidence working with people, systems, and complexity, whilst showing empathy and understanding along the way.

Key Responsibility Areas:

1. Participant Billing & Finance Operations

• Own participant billing end-to-end, from set-up through to invoicing and payment
• Ensure billing accurately reflects services delivered and agreed arrangements, resolving issues thoroughly and efficiently
• Lead and support a small Finance team, with some staff based offshore.

2. Customer Success & Participant Support

• Act as a trusted point of contact for participants, families, and stakeholders to communicate funding, invoices, and processes clearly and confidently
• Support participants and families to feel informed, supported, and respected, identifying issues early and step in with solutions

3. Systems, Operations & Future Readiness

• Own and improve billing systems, tools, and workflows
• Use advanced spreadsheets, digital platforms, automation, and AI to improve accuracy and efficiency
• Build systems that work now and scale as Co-Hive grows to ensure operations remain agile and responsive

About You

You are someone who is:

• Experienced in finance operations and/or billing, comfortable managing complex processes, with strong analytical skills and a problem-solving mindset across financial systems and billing workflows.
• Organised and detail-oriented, with a strong focus on quality and deadlines, thriving in busy environments while remaining meticulous, structured, and focused on smooth, well-documented operations.
• Strong technology skills, confident using spreadsheets, digital tools, automation, and AI to improve systems and design workflows that support scalable growth.
• A fast, adaptable learner who stays calm under pressure and implements change efficiently and effectively. Experience in the NDIS or disability sector is beneficial but not essential, with the right mindset, capability, and eagerness to learn.
• Experienced supporting and leading others in collaborative team environments, providing clear direction, managing performance, and supporting high-quality work and professional growth.
• An excellent communicator with strong written and verbal skills and a people-first approach, able to build rapport quickly, support customer success, and deliver smooth end-to-end processes.

Why Work at Co-Hive

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