Head of Member Operations

• Employment Type: Full-time, 14 month fixed-term contract
• Location: Sydney-based
• Hybrid Work: 3 days office, 2 WFH
• Reporting to: Tom Key, COO

About APCO

The Australian Packaging Covenant Organisation (APCO) is Australia’s co-regulator for packaging and a not-for-profit organisation driving the development of a circular economy for packaging.

We are a dynamic, ambitious organisation, working at the intersection of industry, government, and community, helping to shape sustainable packaging outcomes that matter. We’re at an exciting stage of growth, and we take our governance seriously as the foundation that makes it possible.

The Role

The Head of Member Operations leads APCO’s member-facing operational portfolio, overseeing the delivery of high-quality, compliant, and integrated services across Member Services, Compliance, and Reporting. The role is accountable for designing and embedding a cohesive end-to-end operating model that supports members through onboarding, reporting, auditing, fee obligations, ARL requirements, and regulatory transition.

This role ensures APCO’s systems, processes, and touchpoints are aligned, efficient, and future-ready. By setting strategy, governance standards, and operational expectations across the portfolio, the Head of Member Operations delivers a seamless and consistent member experience while strengthening APCO’s regulatory credibility, data integrity, and organisational readiness.

Key Responsibilities:

• Lead the Member Services and Compliance portfolio, setting clear direction, priorities and standards aligned with organisational strategy and regulatory requirements.
• Shape and embed an exceptional member experience, creating streamlined and consistent journeys across onboarding, reporting, compliance and regulatory transition.
• Drive organisational readiness for regulatory reform, leading portfolio-wide change initiatives and ensuring systems, processes and teams are prepared for future requirements.
• Oversee compliance, reporting and data integrity, ensuring robust governance, accurate information and transparent processes across the member lifecycle.
• Simplify and improve member processes, reducing duplication and compliance burden while strengthening reporting, audit, invoicing and assurance outcomes.
• Lead cross-functional integration, connecting Member Services, Compliance, Data, Finance, Technology and Stewardship to deliver cohesive and reliable outcomes.
• Champion data and systems excellence, ensuring CRM, reporting and compliance platforms are integrated, fit-for-purpose and capable of supporting evolving regulatory obligations.
• Build trusted relationships with members and stakeholders, acting as an escalation point for complex or high-risk matters and ensuring clear, consistent and accessible communication.
• Lead and develop high-performing teams, fostering collaboration, accountability, technical capability, continuous improvement and an inclusive culture.
• Contribute to organisational strategy and leadership, providing insight and direction across reform, member engagement, operational planning and strategic communications.

What you’ll bring

• Proven experience leading complex operational portfolios, setting priorities and delivering outcomes aligned to organisational strategy.
• Sound understanding and experience navigating regulatory environments and leading organisational change, transformation and readiness initiatives.
• Proven ability to improve customer/member journeys, simplify processes and deliver practical, service-focused solutions.
• Strong data, systems and governance capability across data integrity, reporting, compliance frameworks and business systems, with a focus on accuracy, integration and effective governance.
• Highly-developed stakeholder management and people leadership with exceptional communication, influencing and relationship-building skills leading high-performing teams and bringing diverse stakeholders together to achieve shared outcomes.

Why join us

• We’re a flexible, hybrid workplace.
• Opportunities to contribute to meaningful sustainability initiatives.
• Collaborative, supportive workplace culture.
• Professional development and growth opportunities.
• Additional leave including Birthday and Impact leave.
• Employee recognition and awards.

Equal Employment Opportunities

We are committed to building an inclusive and diverse workplace where everyone feels valued, respected, and able to contribute.

If you require any adjustments throughout the recruitment process or in the workplace, please let us know. We are committed to providing a fair and accessible experience for all candidates and will work with you to meet your needs.