Blue Hippo - Chief Operating Officer

Blue Hippo is a private equity-backed, national self-service laundry network scaling rapidly from 50+ sites today toward a target of 200+ sites across Australia. We're building a professionally systemised, best-in-class operating platform as we grow into one of the country's leading multi-site network operators — and we're looking for a Chief Operating Officer to lead that build.

Opportunity

This is a senior, hands-on leadership role accountable for building and running the operational backbone of our network — property and equipment maintenance, cleaning, vending and consumables, cash/coin collection, site security, and our onshore/offshore customer service function.

Our systems and processes work for a 50+ site network today, but they need to be built out properly to support 200+. Your core mandate is to design, build and run the systems, rosters and processes that turn this into a professionally run, systemised operation as we scale — and to own the commercial performance of every site along the way.

We're looking for someone who wants a genuine, long-term operating partnership — not a short-term appointment. Three things matter most in this hire:

• Proven experience operating and scaling a comparable multi-site network — including leading physical rollouts as new sites came online, not just running an already-established estate
• A genuinely hands‑on approach to execution, with the judgement to delegate effectively to an onshore support team without losing the standard
• A demonstrated track record of executing what's asked of you reliably and to a high standard, consistently over time

What You’ll Do

Operational Execution & Network Performance

• Establish, from the ground up, the operating systems, rosters and tracking tools needed to run the network day to day, and build a central operations coordination capability with defined response-time SLAs
• Own the operating cost base of the network, driving cost discipline and margin accountability without compromising service standards
• Own site-level revenue and EBITDA performance, partnering with Marketing, Finance and other functions to design and deliver initiatives that lift utilisation, pricing and ancillary revenue at each site
• Work with Finance to prioritise operational investment toward the sites and initiatives with the greatest revenue and EBITDA impact

Customer Service & Experience

• Lead our onshore and offshore customer service teams, formalise our ticketing and issue-resolution processes, and develop CX metrics (NPS, resolution times) to drive continuous improvement

Cash, Vending, Maintenance & Security

• Own a best-in-class, fully auditable cash handling system covering every touchpoint from machine to bank
• Design and implement a preventative maintenance program, a national cleaning schedule, and consistent site security protocols across the network
• Build a single asset and site register, a library of documented SOPs, and the reporting infrastructure needed for real-time visibility of operational KPIs
• Develop standardised onboarding processes so every new site launches fully operational from day one
• Build and lead a high-performing team across our field technician and service network and our onshore/offshore customer service teams
• Act as a long-term operating partner to the CEO and Board, providing regular, accurate operational reporting and input into budgeting and capital planning

What We’re Looking For

• Proven, hands‑on experience operating and scaling a multi‑site network — including leading physical rollouts and new‑site openings, not just steady‑state management. This is the single most important requirement for the role
• Demonstrated experience designing and implementing operational systems and processes from scratch in a business that had none
• Proven experience managing distributed field workforces (technicians, cleaning contractors, collection teams, customer support) across multiple states
• Commercial acumen and disciplined cost management, with direct accountability for an operating cost base and margin/opex outcomes
• Direct experience with preventative maintenance programs, field service scheduling and cash collection/reconciliation processes at scale
• Experience managing physical site security or asset protection across an unattended or semi-attended, cash-handling multi‑site network
• Exceptional leadership and stakeholder management skills, including comfort engaging with a Board or investor audience
• A genuinely hands‑on, in‑the‑field leadership style, and a stable track record with contactable references who can speak to a multi‑year build or scale‑up you've seen through to completion

Highly desirable: experience in retail networks, facilities management, franchise, vending or QSR-type multi‑site models; exposure to a private equity or institutionally-backed ownership environment.

Why Join Us

This is a rare opportunity to build a national operating platform from the ground up and grow it alongside a business that's genuinely backing you for the long term — with real autonomy, Board-level visibility, and the chance to shape how a 200+ site network is run.

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