Head of Customer Operations

Retailworld Resourcing; Sydney; On-site; AUD 150,000 - 160,000; Full time

Benefits offered by this job

Bonus up to 10%

Leadership exposure

Job summary

An ambitious Sydney-based online retailer is seeking a Head of Customer Operations to lead the post-purchase experience, overseeing Customer Service, Delivery and Escalations.

Reporting to the executive team, you will balance strategic direction with hands-on leadership, build high-performance teams, and use data to drive customer satisfaction and commercial results as the business scales. The role offers AU$150,000–AU$160,000 base plus super and a 10% bonus opportunity.

Qualifications

• Senior leadership experience across Customer Operations or related fields.
• Experience leading multiple teams and coaching managers.
• Strong commercial acumen balancing customer outcomes with operational performance.
• Track record of improving customer satisfaction, productivity and service efficiency.
• Data-driven with ability to interpret performance data.

Responsibilities

• 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.

Skills

Senior leadership

Customer Operations

Coaching managers

Data-driven decisions

Cross-functional collaboration

Strategic thinking

Stakeholder influence

Operations management

Job description

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

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