Customer Operations Leader — FinOps & Process Excellence

Jumbo Interactive Ltd; Brisbane; Hybrid; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Short-term incentive program

Employee Assistance Program

Talent management programs

On-site chefs (Brisbane)

Novated Leasing

Generous parental leave

Job summary

Oz Lotteries, part of Jumbo Interactive Ltd, is seeking an experienced Operations Leader to oversee customer support, FinOps, process improvement and quality. You will build an operating model, coach leaders, and ensure timely, compliant delivery of services.

The role is hands-on, with responsibilities spanning day-to-day supervision, cross-training, and SLA management, reporting to the General Manager. Based in Milton, Brisbane with hybrid work.

Qualifications

• Experience leading team leads or managers.
• Hands-on operations management with practical problem-solving.
• Experience in contractual or regulated operating environments.
• Experience managing SLAs and cross-functional teams.
• Understanding of complaint handling and handling personal information.
• Experience overseeing financial transactions within a customer-facing operation.

Responsibilities

• Lead customer support, FinOps, process improvement, and training and quality, guiding team leads and managers.
• Build an operating model clarifying responsibilities and inter-team collaboration.
• Support leaders to improve day-to-day service delivery and complaint handling.
• Coach developing leaders to build confidence and capability in their areas.
• Strengthen resilience through cross-training, coverage planning, and clear processes.
• Collaborate with Finance to manage internal SLAs and accountability.

Skills

Leadership

Operations management

SLA management

Coaching

Regulatory/compliance

Financial transactions

Lottery industry knowledge

Job description

Oz Lotteries, part of Jumbo Interactive Ltd, is seeking an experienced Operations Leader to oversee customer support, FinOps, process improvement and quality. You will build an operating model, coach leaders, and ensure timely, compliant delivery of services.

The role is hands-on, with responsibilities spanning day-to-day supervision, cross-training, and SLA management, reporting to the General Manager. Based in Milton, Brisbane with hybrid work.