Head of Customer Operations

Retailworld Resourcing Aus; Sydney; Vor Ort; AUD 150.000 - 160.000; Vollzeit

Benefits dieser Stelle

Base salary AUD 150k–160k

Superannuation

10% bonus potential

Zusammenfassung

Retailworld Resourcing Aus in Sydney partners with a growing online retailer to recruit a Head of Customer Operations who will lead post-purchase Customer Service, Delivery and Escalations, shaping the customer experience.

You will manage senior teams, implement KPI frameworks, drive service quality and efficiency, and collaborate with cross-functional partners to deliver measurable improvements across customer journeys.

Qualifikationen

• Senior leadership experience across Customer Operations, Customer Experience, Contact Centres or Service Delivery.
• Experience leading multiple teams, including developing and coaching managers.
• Strong commercial acumen balancing customer outcomes with operational performance.
• Track record of improving customer satisfaction, productivity and service efficiency.
• Ability to interpret data, identify performance gaps and implement solutions.

Aufgaben

• Lead and inspire teams across Customer Service, Delivery and Escalations.
• Own the strategy, performance and continuous improvement of post-purchase customer operations.
• Drive customer satisfaction, service quality and operational efficiency.
• Establish KPIs and performance frameworks across the customer journey.
• Identify opportunities to streamline processes and reduce friction.
• Coach and develop operational leaders and build capability.
• Partner with cross-functional stakeholders to improve customer experience.
• Use insights and performance data to guide decisions and deliver improvements.

Kenntnisse

Leadership

Customer operations

Team coaching

Data-driven

Stakeholder management

Jobbeschreibung

The Opportunity

We're partnering with an ambitious, Sydney-based online retailer that's challenging the traditional retail experience and making complex purchases simpler, more transparent and more enjoyable for customers. As the business continues to grow, we're looking for an experienced Head of Customer Operations to lead the next phase of its customer experience journey.

Reporting into senior executive leadership, you'll take ownership of post-purchase customer operations, overseeing Customer Service, Delivery and Escalations.

This is a role for a leader who loves building exceptional teams, solving complex operational challenges and creating customer experiences that genuinely stand out. You'll balance strategic direction with hands-on leadership, using data, people and process improvements to drive both customer satisfaction and commercial performance.

What You'll Be Doing

• Lead and inspire teams across Customer Service, Delivery and Escalations
• Own the strategy, performance and continuous improvement of post-purchase customer operations
• Drive customer satisfaction, service quality and operational efficiency
• Establish clear KPIs and performance frameworks across the customer journey
• Identify opportunities to streamline processes, improve workflows and remove friction
• Coach and develop operational leaders, building capability and accountability
• Partner with cross-functional stakeholders to improve the customer experience
• Use customer insights and performance data to guide decisions and deliver measurable improvements
• Support the business as it continues to grow and evolve

What You'll Bring

• Proven senior leadership experience across Customer Operations, Customer Experience, Contact Centres or Service Delivery
• Experience leading multiple teams, including developing and coaching managers
• Strong commercial acumen and the ability to balance customer outcomes with operational performance
• A demonstrated track record of improving customer satisfaction, productivity and service efficiency
• Confidence interpreting data, identifying performance gaps and implementing solutions
• Experience managing complex customer journeys, escalations and operational challenges
• A collaborative, pragmatic leadership style with the ability to influence stakeholders
• The confidence to operate strategically while remaining connected to day-to-day operations

What's in It for You?

• $150,000–$160,000 base salary + superannuation + 10% bonus opportunity
• Work closely with executive leadership and influence key operational decisions
• Take responsibility for multiple customer-facing functions and the end-to-end post-purchase experience
• Deliver meaningful improvements to customer experience, operational efficiency and team performance
• Join a digital-first retailer challenging traditional industry practices
• Gain exposure to a high-growth business with complex, evolving operational requirements
• Develop managers, build team capability and shape a high-performance culture
• Take on a substantial leadership assignment with clear scope to deliver results

Ready to Make an Impact? If you're an established customer operations leader looking for an opportunity to influence customer experience, develop high- performing teams and deliver meaningful business results, we'd love to hear from you.