Customer Operations Leader: Own the End-to-End Experience

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

Job summary

Skip Loans Pty Ltd in Sydney, Australia, seeks a senior leader to own the customer experience across the lending journey and to drive both individual case handling and systemic process improvements. You will lead a small, high-caliber Customer Operations team, partnering with Product and Engineering to automate fixes and reduce escalations over time.

You will make fast, commercially sound calls with reputational and financial impact, while coaching the team and building playbooks, escalation

Responsibilities

• Own the end-to-end customer experience across the lending journey—from first contact through application, settlement and servicing.
• Be the final decision-maker within Operations on escalated customer issues, sensitive matters and exceptions.
• Own complaints end-to-end: intake, investigation, resolution, response and reporting, meeting internal dispute resolution obligations.

Job description

Skip Loans Pty Ltd in Sydney, Australia, seeks a senior leader to own the customer experience across the lending journey and to drive both individual case handling and systemic process improvements. You will lead a small, high-caliber Customer Operations team, partnering with Product and Engineering to automate fixes and reduce escalations over time.

You will make fast, commercially sound calls with reputational and financial impact, while coaching the team and building playbooks, escalation