About the role

Reporting to the Head of Supporter Experience, you'll lead our Participant Support function and become the go-to person for event participants. You'll also manage the day-to-day relationships with our charity beneficiary partners and oversee the rollout of our project management processes to keep our events running smoothly. With events currently running in June (Australia) and February (Canada), and more potentially to come, this role offers a fantastic opportunity to make your mark and shape operational delivery at scale.

Key responsibilities

• Lead and manage the Participant Support team, including recruitment, training, and rostering
  
• Oversee participant communications, help desk queries, bug tracking, complaints, and refunds
  
• Manage relationships with charity partners to maximise fundraising and participation
  
• Oversee project management processes, ensuring teams hit key event milestones
  
• Monitor event insights, reporting, and system improvements
  
• Implement tools and systems to scale operations for multiple international events
  
• Collaborate with internal leaders, charity partners, donors, and participants
  
• Ensure an exceptional participant experience at every stage of the event journey
  

About you

• Strong customer service, stakeholder management, and relationship-building skills
  
• Excellent planning, organisational, and time management abilities
  
• Background in business operations, events, campaigns, or project management
  
• Tech-savvy and confident using systems and platforms to streamline delivery
  
• Strong attention to detail and a continuous improvement mindset
  
• Excellent written and verbal communication skills
  
• Bachelor's degree in Business, Events, Communications, Commerce, or related field
  
• Driven, self-motivated, accountable, and a strong team player
  
• Able to work flexibly during key event periods, including evenings and weekends
  

Bonus experience (not essential)

• Prior work in the not-for-profit or fundraising sector
  
• Previous management or supervisory experience
  

Why join us?

• Be part of a passionate, energetic team changing lives
  
• Help shape the operational future of a national and international movement
  
• Enjoy a dynamic, fast-paced work environment where you can make an impact
  
• Contribute to improving mental fitness across Australia and beyond
  

Please note:

• This role requires availability during our peak event months (February and June)
  
• The position includes a three-month probationary period
  
• A current, satisfactory National Police Check and Australian work eligibility are required