Continuous Improvement Lead

Join the team shaping the future of Australia’s game.

This is your chance to do work that has real impact, in an organisation that moves fast, aims high and plays a meaningful role in the lives of millions across the country through football. Every role at the AFL helps progress the game, so more people can love it, connect with it and see what is possible through it.

The opportunity

The AFL is looking for a Continuous Improvement Lead to strengthen how we support clubs, teams and partners across our consumer operations ecosystem.

This role will help improve the effectiveness, efficiency and scalability of the AFL’s consumer industry support model, with a strong focus on membership, ticketing and connected consumer operations. Working across AFL Clubs, Consumer teams, ticketing agents, technology vendors and platform specialists, you will lead practical improvement initiatives that simplify processes, reduce friction and support better outcomes across the game.

Based at AFL House in Melbourne and reporting to the Manager, Consumer Platforms, this role is for someone who can turn complex operational challenges into clear, practical and sustainable improvements.

What you’ll own

You’ll lead improvement work that helps teams and clubs operate with greater clarity, consistency and confidence.

You’ll add value through:

• Leading continuous improvement initiatives across membership, ticketing and broader consumer operations, with a focus on practical improvements that lift efficiency, consistency and service quality
• Partnering with AFL Clubs, Consumer teams, ticketing agents, vendors and platform specialists to identify opportunities that improve operational performance
• Reviewing current processes, workflows and pain points to identify bottlenecks, operational risks, duplication and manual effort
• Facilitating process mapping and workflow redesign activities that simplify how work is delivered and improve clarity for teams and clubs
• Working with Consumer Platforms and operational teams to improve system utilisation, reduce manual processes and support automation where appropriate
• Developing and maintaining continuous improvement frameworks, standards and practical methodologies across the Consumer function
• Monitoring and reporting on improvement initiatives, including benefits, adoption, impact and opportunities for further refinement
• Partnering with the Consumer Education Lead to support teams and clubs to adopt new processes, tools and ways of working
• Sharing best practice approaches across AFL Clubs and the broader consumer ecosystem to improve capability and consistency
• Providing clear recommendations to Consumer leadership on operational performance, process improvement opportunities and emerging risks
• Using technology and AI to continuously improve how work is delivered, supporting more efficient, effective and innovative outcomes aligned to our Game Plan

What you’ll bring

• Demonstrated experience leading continuous improvement, process improvement or operational excellence initiatives in a complex service delivery environment
• Strong understanding of membership, ticketing, consumer operations or related customer service environments
• Advanced working knowledge of Ticketmaster Archtics and Account Manager platforms
• Experience using process mapping, workflow redesign and improvement methodologies to identify root causes and deliver practical solutions
• Strong stakeholder management and influencing skills, with the ability to work effectively across clubs, internal teams, vendors and specialist functions
• The ability to translate complex operational or technical issues into clear actions, recommendations and ways of working
• Experience supporting change in operational environments, including adoption of new processes, systems or tools
• Sound judgement, care and collaboration in how you work with others, balancing practical delivery with long-term improvement
• A commitment to improving how work gets done, with a focus on outcomes that support teams, clubs, partners and the broader game

Why you’ll love being on our team

At the AFL, you will be part of a values-led team that aims high, backs each other and brings energy, care and integrity to work that matters. This is a place where people play to win, play as one team and play with passion, while always staying grounded in fairness, inclusion and respect. We work hard, support each other and create the conditions for our people to grow, perform and thrive.

What you can look forward to:

• Play The Day Your Way, our flexible approach to working life, built to support you on game day and every day
• My Development, with coaching, mentoring, on-the-job learning and formal development to help you keep building your game
• Play Well, our health and wellbeing programme designed to support a healthy body, healthy mind and healthy workplace
• My Benefits, giving you access to a range of partner offers and discounts through our AFL Corporate Partners
• AFL Silver Memberships for permanent team members, so you can enjoy the action at Marvel Stadium and the MCG with family and friends
• 6 months paid primary parental leave with no qualification period for permanent team members

Everyone has a place here

Our game brings people together, and we want our workplace to do the same.

We are committed to building a culture of belonging and an environment where people feel respected, included and able to thrive, and where diversity of background, experience and perspective makes us stronger.

Aboriginal and Torres Strait Islander peoples are encouraged to apply.

Whether you’re a footy fan or new to our game, we welcome everyone to apply. We know great candidates don’t always tick every box – if this role excites you, we encourage you to apply, even if your experience doesn’t perfectly match the job description.

The AFL is committed to promoting and protecting the safety and wellbeing of children and young people in our care. Please note, we undertake several screening processes to ensure this commitment is upheld, this includes ensuring the successful candidate to this position holds a valid employee Working with Children/ Vulnerable People check and a satisfactory criminal history record check.

Ready to play your part?

Applications close 24 August 2026.