Customer Operations Manager

Horizon Power; Canning; On-site; AUD 90,000 - 130,000; Full time

Job summary

Horizon Power in Bentley, WA is seeking an experienced Customer Operations Manager to lead a critical customer-facing portfolio spanning service delivery, billing and debt management, compliance and continuous improvement. You’ll work across internal teams and delivery partners to drive customer outcomes and service excellence across regional WA.

The role requires a strong people leader who can influence stakeholders and deliver meaningful outcomes within a regulated environment.

Qualifications

• Proven leadership experience within customer operations or contact centre environments.
• Strong experience managing outsourced service providers and vendor relationships.
• Experience in regulated environments with accountability for governance or risk management.
• Ability to influence and build productive relationships with diverse stakeholders.
• Strong analytical, problem-solving and decision-making skills.

Responsibilities

• Lead a diverse customer operations portfolio spanning customer contact, billing and debt management, vulnerable customer support, quality assurance and knowledge management.
• Manage key service delivery partners and outsourced providers to ensure strong customer, operational and commercial outcomes.
• Drive operational performance through governance, service-level management, reporting and continuous improvement initiatives.
• Strengthen customer protection programs and support services for customers experiencing financial hardship and other complex circumstances.
• Provide leadership and oversight for complex customer issues, complaints, claims and escalations.
• Build capability across customer operations through clear standards, coaching and training.

Skills

Leadership

Outsourced/vendors

Regulatory/compliance

Stakeholder management

Analytical/problem solving

Job description

Posted on: 26/10/2026 – Application Deadline: 09/11/2026

Location: Bentley, WA
Work Type:Full Time | 18 month max term contract
Lead Customer Outcomes Across Regional WA
At Horizon Power, we're powering regional communities, supporting economic growth and helping shape Western Australia's energy future.
We're seeking an experienced Customer Operations Manager to lead a critical customer-facing portfolio spanning service delivery, operational performance, compliance and continuous improvement. Working across internal teams and key delivery partners, you'll play an important role in driving customer outcomes and service excellence across regional WA.
If you're a strong people leader who thrives on improving performance, influencing stakeholders and delivering meaningful outcomes, we'd love to hear from you.

Why Join Us?

Working across multiple teams and stakeholders, you'll have the opportunity to drive meaningful improvements, lead change initiatives, and contribute to strategic decisions that impact both customers and the business. No two days will be the same, and you'll have the scope to make a genuine difference through your leadership, expertise, and ideas.
You'll be supported by a collaborative team culture that values accountability, innovation and continuous improvement, while offering the chance to contribute to an organisation that plays an essential role in powering regional Western Australia.

What You’ll Be Doing

• Leading a diverse customer operations portfolio spanning customer contact, billing and debt management, vulnerable customer support, quality assurance and knowledge management.


• Managing key service delivery partners and outsourced providers to ensure strong customer, operational and commercial outcomes.


• Driving operational performance through effective governance, service-level management, reporting and continuous improvement initiatives.


• Strengthening customer protection programs and support services for customers experiencing financial hardship, family and domestic violence and other complex circumstances.


• Providing leadership and oversight for complex customer issues, complaints, claims and escalations.


• Building capability across customer operations through clear standards, coaching, training and accountability.


• Balancing customer outcomes, compliance obligations, operational performance and budget requirements within a regulated environment.

What You’ll Bring

• Proven leadership experience within customer operations, customer service, service delivery or contact centre environments.


• Strong experience managing outsourced service providers, vendor relationships and service performance outcomes.


• Demonstrated success leading operational improvement initiatives and driving service excellence.


• Experience working in a regulated environment with accountability for compliance, governance or risk management outcomes.


• The ability to influence and build productive relationships with a diverse range of internal and external stakeholders.


• Strong analytical, problem-solving and decision-making skills, with the ability to manage competing priorities and complex issues.


• Experience across areas such as billing, payments, collections, hardship programs, vulnerable customer support or customer operations governance will be highly regarded.

Applications close: 09/11/2026

Position Description - Customer Operations Manager.pdf

Our workplace culture is created through every interaction, every experience and everything we do.

Across our organisation, we recognise and reward people and offer work that works with you. We're committed to equality and celebrate the diversity of race, gender, sexual orientation, religion, ethnicity, and all characteristics that make our Horizon Power team so special. We strongly encourage applications from Aboriginal and Torres Strait Islander people. We are dedicated to ensuring that all candidates have equal opportunity and, if you require any adjustments during the recruitment process, please let us know - we’re here to support you. If you want more amazing reasons of why Horizon Power should be your employer of choice, check our careers page to find out more. https://www.horizonpower.com.au/about-us/careers/