Head of Customer Operations

Specsavers Support Office; Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Quarterly bonus

Two free glasses per year

On-site parking

EV charging bays

Birthday leave

Volunteer time

Professional development

Paid parental leave

Social club

Job summary

Specsavers Australia and New Zealand is seeking a Head of Customer Operations to lead our Customer Operations and Customer Experience strategy across the region. You will translate customer insights into tangible improvements, working with stores, Retail, Support Office and external providers to deliver a consistent, high-quality customer experience, and to build a high-performing team.

You will oversee the Voice of Customer framework, governance and service standards to drive sustainable

Qualifications

• Significant leadership experience in customer operations or customer experience (CX).
• Experience leading multi-site retail or service networks.
• Proven ability to drive change and continuous improvement.
• Strong analytical skills and ability to translate insights into action.

Responsibilities

• Lead Customer Operations and CX strategy across Australia and New Zealand.
• Build and develop a high-performing, customer-focused team.
• Oversee Voice of Customer framework, governance, and service standards.
• Partner with Retail, Support Office, Global teams and external providers to raise customer outcomes.

Skills

Customer ops leadership

CX strategy

Stakeholder mgmt

People leadership

Change management

Analytical mindset

Job description

At Specsavers, we know that to reach your full potential you need to work somewhere that will bringout your best. We pride ourselves on offering a workplace with a supportive, driven, flexible and inclusive culture.

Proud to be recognised as Australia’s #1 Best Place to Work for 2026 ranked 12th on Fortune’s list of the World’s 25 Best Workplaces.Here’s a taste of just some of our perks:

• Quarterly bonus scheme
• Two free pairs of glasses each year
• On-site free parking, including dedicated EV charging bays
• Birthday, Volunteer, Professional Development and Paid Parental Leave
• Fully funded social club – provides a wide range of activities throughout the year

So, if you like the sound of working for a company that’s dedicated to improving the lives of both their people and customers -we think you’d look good at Specsavers.

The role & team

We’re seeking a Head of Customer Operations to lead our Customer Operations and Customer Experience strategy across Australia and New Zealand. In this role, you’ll play a key part in shaping and delivering a customer-first approach across our store network and support channels, translating customer insights into meaningful improvements that enhance the experience for our customers, Partners and the wider business.

You’ll work closely with stakeholders across Retail, Support Office and Global teams, as well as our Partners, store teams and external service providers, to drive customer operational excellence and deliver a consistent, high-quality customer experience. Your strategic leadership, commercial acumen and ability to influence senior stakeholders will be key to improving customer outcomes, strengthening operational performance and supporting our long-term business objectives.

You’ll also lead and develop the Customer Operations function, building a high-performing team with the capability to deliver exceptional customer experiences. You’ll lead our Voice of Customer framework, oversee customer experience programs and service standards, and drive the ongoing development of customer service platforms, processes and capabilities. Through strong people leadership, continuous improvement, effective governance and stakeholder partnerships, you’ll identify opportunities to enhance customer experience performance, strengthen organisational capability and deliver sustainable business outcomes.

The skills we are looking for

Proven experience developing customer experience strategies and leading service excellence initiatives

Significant leadership experience in customer operations or customer experience within a retail or multi-site business

Demonstrated success building high-performing teams and leading change and continuous improvement

Strong commercial acumen, balancing customer, operational and financial outcomes

Excellent communication and stakeholder management skills, with the ability to influence senior leaders

Strong analytical skills, using customer insights and performance metrics to drive business improvements

Experience leading cross-functional initiatives and managing external service providers

A strong understanding of customer experience principles, service standards and operational governance

About Us

Specsavers are rated the market leader for eye tests, the retailer of choice for contact lenses and one of the fastest growing hearing providers in Australia and New Zealand. We are on a continual mission to transform eye and hearing health by eliminating preventable vision loss and blindness, including Glaucoma and Diabetes, through improved prevention and early detection, as well as providing accessible and affordable hearing care.

At Specsavers we believe a diverse, inclusive, and flexible culture enables our people to bring their whole selves to work and be proud of doing so. When it comes to flexibility, we understand that one size doesn't fit all. Our flexible working at Specsavers enables us to work in ways that support our lifestyle to help us balance our career with the other important things in life.

Creating a great place to work for our people is pinnacle to us and along with our Behaviours is at the core of everything we do. We like to think it’s a fun and positive place to work – why not have a look for yourself https://join.specsavers.com/au/department/support-office/

Applicants for the role are required to have current working rights as per, relevant government legislation

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• How many years' experience do you have as a Head of Customer Operations?
• How much notice are you required to give your current employer?
• Do you have Performance Analysis experience?

At Specsavers, you’re not just joining a team, you’re becoming part of a movement that’s making expert care accessible to communities across Australia and New Zealand.

With a growing network of more than 400 stores, we’re proud to be a company that’s driven by purpose. Whether you're just starting out, building your career, or dreaming of running your own business, we’ll help you see your potential more clearly every step of the way.

We believe in making a real difference – for our customers and our people. So, if you're looking for a place where passion meets purpose, and where your growth is part of our vision, Specsavers is the place to be.

At Specsavers, you’re not just joining a team, you’re becoming part of a movement that’s making expert care accessible to communities across Australia and New Zealand.

With a growing network of more than 400 stores, we’re proud to be a company that’s driven by purpose. Whether you're just starting out, building your career, or dreaming of running your own business, we’ll help you see your potential more clearly every step of the way.

We believe in making a real difference – for our customers and our people. So, if you're looking for a place where passion meets purpose, and where your growth is part of our vision, Specsavers is the place to be.

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