Chief Customer Operations & Experience Lead

Skip Loans; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Skip is seeking a senior leader to own Customer Operations across the lending journey, guiding the team from first contact through servicing. You’ll make fast, commercial calls on escalated matters and redesign processes to prevent recurring issues, partnering with Product and Engineering to automate improvements.

You will lead a small, high-calibre team, stay close to live conversations, and push the roadmap with data-driven decisions that protect customers and the business.

Qualifications

• 7-12 years in customer operations, service delivery or operations leadership.
• Experience owning a customer function end-to-end and turning escalations into fixes.
• Comfort with payments, fintech or lending environments and regulatory considerations.

Responsibilities

• Own the end-to-end customer experience across the lending journey.
• Be the final decision-maker on escalated issues and exceptions.
• Root-cause escalations and redesign processes with Product & Engineering.
• Lead and grow the Customer Operations team with a hands-on approach.

Skills

Customer operations leadership

Escalation management

Process redesign

Stakeholder communication

Team coaching

Tools

CRM software

Automation tools

Data tooling

Job description

Skip is seeking a senior leader to own Customer Operations across the lending journey, guiding the team from first contact through servicing. You’ll make fast, commercial calls on escalated matters and redesign processes to prevent recurring issues, partnering with Product and Engineering to automate improvements.

You will lead a small, high-calibre team, stay close to live conversations, and push the roadmap with data-driven decisions that protect customers and the business.