Shop Manager - Postal NSP

• Job type: Full-time (35 or 38 hours per week); One Year Contract
• Classification: SCHADS Level 5 ($53.43 per hour)
  
• Location: NUAA Warehouse Clyde NSW, with regular time at 267 Broadway, Glebe 
  
• Reports to: Harm Reduction Program Lead 

About NUAA

NUAA is a peer-led organisation committed to promoting the health, human rights and dignity of people who use or have used drugs. Demand on our postal needle and syringe program service has increased sharply over the past six months and we will be implementing a new service model to accommodate demand.

BENEFITS OF THE ROLE

• Work for a respected peer-led organisation making a genuine impact in the community
• Competitive SCHADS Level 5 salary
• Above award employment conditions under NUAA's enterprise agreement including additional gifted Christmas leave during shutdown period (8 days in addition to public holidays)
• Optional rostered day off (RDO)
• Access to NFP salary packaging and meal entertainment benefits
• Flexible and supportive work arrangements
• Employee Assistance Program (EAP)
• Professional development opportunities including training 

The Role

The Shop Manager will be responsible for the day-to-day operations of the redesigned Postal NSP. The role is responsible for order fulfilment, stock, supplier relationships, cost monitoring, and the data NSW Health requires, and delivers the new model. Decisions on prices, supplier commitments, budget variations and staffing levels are made by the Exec Team on this role's analysis and recommendation.

Key Responsibilities

NSP service operations

• Manage Shopify storefronts: products, approved prices, discounts and standing codes, order limits, shipping zones and enrolment workflows.
• Oversee daily order processing, packing and dispatch; keep turnaround times and error rates within agreed standards.
• Maintaining the enrolment system of service users at risk of BBV infection into the service, screening of new service users, and shipping-fee waivers.
• Resolve service user enquiries about orders, accounts and access promptly and without judgement, referring health and equipment-use questions to the peer worker.
• Ensure that service users are provided with evidence-based resources and harm reduction information
• Working with the Harm Reduction Lead, ensure that the postal NSP is integrated into the overall NSW NSP service

Stock and suppliers

• Manage purchasing from equipment suppliers (Terumo, Embecta, ASP Healthcare and others) and packaging suppliers within approved budgets and maintain stock levels against a rolling forecast.
• Obtain and compare quotes at the volumes the service now buys and recommend supplier selections and negotiated terms to the Harm Reduction Program Lead for approval.
• Manage the packaging system and keep packaging cost per order at or below target.
• Receive deliveries, maintain warehouse organisation, and manage stock rotation and expiry.

Pricing and cost recovery

• Maintain established-cost records for every paid-shop product line: unit cost, postage, packaging and payment fees.
• Monitor revenue per unit and per order; flag erosion early and recommend price or model adjustments to the Harm Reduction Program Lead.
• Implement approved price changes in the paid shop and keep the price list current.
• Monitor expenditure against the assigned shop budget and report monthly on income, cost of goods and postage spend.

Data and reporting

• Produce the reporting NSW Health requires units shipped by shop, BBV service user demographics collected at enrolment, and progress against the distribution KPI.
• Maintain the order classification reporting (BBV-risk, PIED-pattern, peptide-pattern) so the split between funded and cost-recovery activity is clear.
• Maintain a clear picture of shop activity on a monthly basis to ensure that the Postal NSP model remains economically viable
• Protect service user privacy: de-identification before any analysis, and no disclosure of order or enrolment data.

Quality, safety and compliance

• Ensure every paid-shop order ships with the required harm reduction resources and keep product pages current.
• Maintain WHS standards for a warehouse handling sharps and returned equipment.
• Document procedures so the service so that service continuity can be maintained.
• Contribute to consumer consultation on enrolment questions, pricing and service changes.
• Participate in continuous quality improvement activities and contribute to NUAA's accreditation processes

Team

• Supervise and roster warehouse and dispatch staff in line with NUAA supervision guidelines and advise the Harm Reduction Program Lead when order volumes require a staffing change.
• Work with the NUAA peer workers and community so operational decisions on stock, packaging and pricing reflect what service users need.
• Participate in team meetings, supervision, planning processes and training as required.
• Uphold NUAA's values and contribute to a workplace culture of inclusivity, respect, diversity and harm reduction.
• Other duties as reasonably directed by the Harm Reduction Program Lead.

Key selection criteria 

Essential

• Experience managing an e-commerce or mail-order operation, including fulfilment, stock control and supplier management.
• Working knowledge of Shopify or the ability to master it quickly, including discounts, meta fields and shipping configuration.

• Demonstrated ability to monitor expenditure against a budget, maintain pricing records against costs, and report on financial performance.
• Strong data skills: confident with Excel, order exports, and producing accurate reports for a funder.
• Commitment to harm reduction and to non-judgemental service for people who use drugs.
• Ability to supervise a small team and keep a high-volume operation running to deadline.

Desirable

• Lived or living experience of drug use, or experience working in a peer-led organisation.
• Experience in an NSP or other health-funded service, including funder reporting.
• Experience obtaining and comparing supplier quotes at wholesale volumes.

NUAA is committed to building a diverse and inclusive workplace where everyone feels valued and supported. We strongly encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people, people with disabilities, LGBTQ+ communities, culturally and linguistically diverse communities, and people with lived or living experience of illicit drug use.

Please apply by submitting your Resume and Key Selection Criteria via the 'Apply Now' button below.

Applicants must address all selection criteria in their application. Incomplete applications will not be considered.

If you would like to discuss the role, please email lissas@nuaa.org.au using the subject line: Shop Manager - Postal NSP enquiry via EthicalJobs.

A position description is attached.