Intelligence Operations Lead

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About the team

Central Operations keeps our business moving. Our team supports, coaches, and empowers our retail teams across the country. We help them be at their best, so they can deliver the best experiences for our team members and customers every day.

About the role

As an Intelligence Operations Lead, you’ll supervise the day-to-day operation of an Intelligence Operations Centre shift, guiding a team of Intelligence Operations Officers as they respond to theft, threatening situations and other harm-related incidents across Coles stores. Based in the Coles Store Support Centre, you’ll set priorities during live events, provide real-time direction and escalation support, and maintain high standards across CCTV review, radio communication, incident reporting and evidence capture. This is a full-time, onsite role with a rotating roster that includes early mornings, late evenings and weekends.

You will also:

Lead and coordinate Intelligence Operations Officers during live and recorded CCTV monitoring, store alerts and incident activity.

Allocate workload, set clear shift priorities and oversee multiple incidents in a fast-paced operational environment.

Provide real-time direction and escalation support to help our in-store security and store teams respond effectively.

Maintain strong standards across radio communication, incident logging, evidence capture and Auror reporting.

Coach team members, support onboarding and training, and help build capability across incident handling and reporting.

Partner with Security, Protection Services, Safety and other stakeholders, including law enforcement, to improve workflows, communication and response effectiveness.

About you and your skills

You’re an experienced operational leader who stays calm under pressure, makes sound decisions quickly and can guide others through complex or fast-moving incidents. You communicate with confidence, balance multiple priorities and create a disciplined, supportive team environment focused on safety, consistency and continuous improvement.

You will have:

Experience leading or coordinating teams in a control room, security operations centre, surveillance or incident-response environment.

Strong CCTV review capability and the judgement to assess risk, prioritise incidents and escalate appropriately.

Excellent verbal communication skills, including confidence directing field teams over radio during live events.

Demonstrated coaching, workload coordination and day-to-day performance management capability.

Strong written reporting skills and confidence using CCTV systems, incident reporting tools, store alerts and related operational technology.

What’s in it for you?

Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.

Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.

Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.

Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.

Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.

Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au

Job ID: 192041

Employment Type: Full time