Customer Operations Manager

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

Benefits offered by this job

Short-term incentive

Employee assistance program

Talent management programs

On-site meals (Brisbane)

Novated leasing

Parental leave (20 weeks)

Job summary

Jumbo Interactive Limited, Brisbane, is seeking a hands-on Head of Customer Operations to lead customer support, FinOps, process improvement and training/quality. You’ll report to the General Manager and build an operating model that supports reliable day-to-day delivery.

This newly created role focuses on stabilising customer operations, establishing clear ways of working and consistent leadership, with cross-training to cover absences.

Qualifications

• Experience leading team leads or managers.
• Hands-on operations management with planning, coaching, and problem solving.
• Experience in contracted or regulated environments with reporting obligations.
• Experience managing SLAs across internal teams.
• Experience handling personal data and privacy considerations.
• Experience overseeing financial transactions/payments/reconciliations.
• Ability to lead practical improvements and change agendas.
• Lottery/regulated sector exposure is a plus.

Responsibilities

• Lead customer support, FinOps, process improvement, and training/quality.
• Build an operating model clarifying responsibilities and collaboration.
• Improve day-to-day service delivery and complaint handling.
• Coach developing leaders to grow capability and confidence.
• Strengthen resilience with cross-training and coverage planning.
• Ensure SLAs are met in collaboration with Finance and group functions.
• Maintain alignment with contracts, reporting, and PII handling.

Skills

Team leadership

Operations management

Contracted/regulatory exposure

SLA management

Complaint handling

FinOps experience

Cross-training

Stakeholder collaboration

Payments reconciliation

Job description

Oz Lotteries gives everyday Aussies more chances to dream and win. We're one of Australia's longest-running online lottery retailers, operating since 2005, and we're proudly Aussie-owned and operated.

As part of Jumbo Interactive (ASX: JIN), we've built a strong, loyal player base on a platform they trust, offering both popular commercial lotteries like Powerball and Oz Lotto and charity lotteries, a combination that's always set us apart.

We're still growing, evolving, and finding better ways to do things. You'll do your best work here if you're comfortable with ambiguity, think laterally, take real ownership of your work, and adapt well to change.

About the role

You’ll bring together customer support, financial operations (FinOps), process improvement, and training and quality. Reporting to the General Manager, you'll lead the people who run these functions and build an operating model that supports reliable day-to-day delivery.

This is a newly created, hands‑on management role. You'll work closely with your team to solve operational problems, coach developing leaders and turn improvement plans into practical changes—not just set the strategy.

Your early priority will be to strengthen the foundations of customer operations: stabilising customer support, establishing clear ways of working and giving each team consistent leadership and support.

You’ll coach the leads responsible for improvement, training and quality, while helping the FinOps team maintain continuity in time‑sensitive work. That includes supporting cross‑training and coverage so service commitments can be met when team members are away.

What will your day‑to‑day look like?

• Lead customer support, FinOps, process improvement, and training and quality, providing direction and support to team leads and managers.
• Build an operating model that clarifies responsibilities and how the customer operations teams work together.
• Support customer support leaders to improve day‑to‑day service delivery and complaint handling.
• Coach developing leaders, helping them build confidence and capability in leading their own areas.
• Strengthen operational resilience through cross‑training, coverage planning, and clear processes.
• Work with group functions, including Finance, to manage internal service‑level agreements (SLAs) and maintain accountability on both sides.
• Keep operational delivery aligned with contractual obligations, reporting requirements, and the handling of personally identifiable information (PII).

What will you be able to bring to the role?

• Experience leading team leads or managers, rather than solely managing frontline staff.
• A hands‑on approach to operations management, with the ability to move between planning, coaching, and practical problem‑solving.
• Experience working within contractual or regulated operating environments, with clear service commitments and reporting obligations.
• Experience managing SLAs and working across internal teams to deliver time‑sensitive work.
• An understanding of complaint handling and the responsibilities involved in handling personal information.
• Solid experience overseeing financial transactions, payments or reconciliations within a customer‑facing operation, such as refunds, disputes or payouts
• The ability to shape an operational change agenda, build support for it and coach developing leaders to deliver practical improvements
• Lottery industry experience would be valuable, but isn't required. Experience in insurance, financial services, or another regulated, contract‑driven environment could also be relevant.
• Knowledge of responsible gambling requirements and state lottery regulations is welcome, but you can learn it in the role.

Salary Banding - $140,000 - $170,000 + Superannuation

Our Ways of Working

We value balance and flexibility. Based in Milton, Brisbane and working out of our Head Office, our hybrid working model combines in‑office collaboration (minimum three days per week) with working from home. We also offer flexible working hours, with core collaboration times from 10 AM to 2 PM.

Why Oz Lotteries

Working at Oz Lotteries comes with some genuine perks. Here's what you can expect:

• Short‑term incentive program that rewards your contributions, dependent on the company's performance
• Access to our Employee Assistance Program, providing counselling and coaching
• Award‑winning talent management programs for career growth and skill building
• On‑site chefs (Brisbane) offering fresh, gourmet lunches daily and breakfast twice a week
• A social culture, with activities like lunchtime chess, Jumbo band, corporate games, an indoor rock climbing group, Friday socials, and events celebrating diversity and inclusion
• Novated Leasing through the Origin 360 EV Program
• Generous parental leave after 12 months of service: 20 weeks paid for primary carers and 4 flexible weeks for partners

Candidates who are offered a position will be required to complete pre‑employment checks through our partner, Checkmate. You must have full unrestricted Australian working rights.

We are a 2026 Circle Back Initiative Gold Employer, and we commit to responding to every applicant.

As part of our recruitment process, we may use AI tools at various stages. AI supports our hiring teams and doesn't make any hiring decisions. Every decision is made by a person. If a stage of the process for this role involves AI, we'll let you know.