Continuous Improvement Manager - Customer Contact Centre

Careers Officeworks; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Employee discounts

Benefits program

Learning & development

Job summary

Officeworks is seeking a Strategic Continuous Improvement Manager for the Customer Contact Centre in Melbourne. You will lead transformational programs to enhance customer experience, leverage automation and AI, and work across teams to deliver measurable improvements in service delivery and efficiency.

Reporting to the Head of Customer Operations, you will champion quality, insights, and governance while prioritising initiatives with our managed service partner and internal stakeholders.

Qualifications

• 5+ years' experience leading operational excellence, CX, or transformation in a contact centre.
• Proven success delivering improvements that boost CX and commercial outcomes.
• Experience using data, automation, AI and digital tools to enhance service.
• Strong stakeholder influence with external partners and internal teams.

Responsibilities

• Lead customer experience transformation initiatives across the Customer Contact Centre.
• Identify pain points and drive end-to-end improvements across journeys.
• Build a pipeline focused on AI, automation, self-service, and efficiency.
• Use insights to inform strategic decisions and partner with the MSP.
• Act as Product Owner for the continuous improvement backlog and governance.

Skills

Customer experience

Stakeholder management

Agile/Lean

Data analytics

Automation & AI

Education

Business/Management degree

Tools

CRM systems

Contact centre tech

Job description

Continuous Improvement Manager - Customer Contact Centre

At Officeworks, we bring big ideas at low prices to life for our customers, team, communities, and stakeholders. Founded in 1994 in Richmond Victoria, with more than 170 stores nationwide, a digital platform offering over 40,000 products, a national call centre and a dedicated business solutions team supporting micro, small and medium-sized businesses start, run and grow , we help Australians work, learn, create and connect, wherever and however they choose to shop. From technology, office supplies and furniture to education, art materials and essential services like Print & Create and on‑site or remote tech support through Geeks2U, we deliver easy, engaging and customer experiences every day. Our success is powered by more than 9,000 passionate team members. We are deeply committed to their safety, wellbeing, and career growth, while operating responsibly, giving back to the communities we serve through strong national and local partnerships, community fundraising, and a clear commitment to reducing our environmental impact and sourcing sustainably for the future.

About the role

Help transform customer experience

At Officeworks, we're passionate about bringing big things to life for our customers, our team, and our communities. We're looking for a strategic and customer-obsessed Continuous Improvement Manager to lead transformational initiatives that enhance the customer experience, improve operational efficiency, and shape the future of our Customer Contact Centre.

This is an exciting opportunity to lead meaningful change across customer journeys, leveraging automation, AI, self-service solutions, and process improvement to deliver better outcomes for both customers and team members.

Reporting to the Head of Customer Operations, you will play a pivotal role in identifying opportunities across the end-to-end customer journey and delivering a robust continuous improvement roadmap in partnership with our managed service provider. You'll combine customer insights, operational expertise, and strategic thinking to drive innovation, optimise service delivery, and resolve complex customer issues that require collaboration across multiple business functions.

As our Customer Contact Centre Continuous Improvement Manager, you will:

You’ll combine customer insights, operational expertise, and strategic thinking to drive innovation, optimise service delivery, and resolve complex customer issues that require collaboration across multiple business functions.

• Lead customer experience transformation initiatives across the Customer Contact Centre.
• Identify customer pain points and drive continuous improvement across end-to-end customer journeys.
• Build and manage an improvement pipeline focused on AI, automation, self-service, and operational efficiency.
• Leverage customer insights and data to solve process challenges and inform strategic decision‑making.
• Partner with our managed service partner to deliver service enhancements, quality improvements, and transformation programs.
• Champion service excellence through quality assurance, Voice of Customer reviews, and channel optimisation.
• Lead cross-functional teams to resolve complex customer escalations, regulatory matters, and critical business issues.
• Act as Product Owner for the Continuous Improvement backlog, influencing stakeholders, prioritising initiatives, and ensuring strong governance and delivery.

About you

You’re a strategic thinker who thrives on solving problems, driving change, and improving customer experiences. You bring a strong balance of customer obsession, commercial acumen, stakeholder influence, and delivery capability.

• 5+ years' experience leading operational excellence, customer experience, or transformation programs within a customer contact centre environment.
• Proven success delivering business improvement initiatives that drive customer and commercial outcomes.
• Experience leveraging customer insights, data, automation, AI, and digital solutions to improve service experiences.
• Strong stakeholder management skills with the ability to influence at all levels and work effectively with external partners.
• Experience managing complex customer issues, escalations, or regulatory matters.
• A degree in Business, Management, or a related discipline, with experience working within Agile and/or Lean methodologies will be highly regarded
• Knowledge of CRM platforms, contact centre technologies, and customer support systems.
• Experience managing large-scale customer incidents, product recalls, or regulatory investigations.

Our culture

If you’re searching for an organisation that’s truly committed to its people, where you can thrive in a culture of togetherness, then join Officeworks and let’s make bigger things happen – for all of us! We celebrate our teams’ uniqueness by offering genuine team member benefits to the Officeworks family:

• We’re all about giving you the flexibility you need to keep things balanced to suit your individual needs.
• Enjoy generous discounts across Officeworks, Geeks2U, Bunnings, Kmart, Target and the wider Wesfarmers brands.
• Access to our Officeworks benefits program for exclusive discounts and perks across entertainment, travel, lifestyle, and health.
• Our Growing Families Policy supports team members during the exciting and challenging times of expanding their family
• We prioritise safety, mental health and wellbeing, offering access to our Employee Assistance Program (EAP) as well as other ongoing programs
• Our Flexible Public Holidays Policy supports those who observe cultural or religious holidays different from the standard public holidays in Australia
• Take advantage of outstanding learning and development programs to support your career growth
• Explore fantastic career opportunities across the broader Wesfarmers Group.

At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for our team. We encourage applications from all candidates of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), people with disabilities, and the LGBTQI+ community.