Head of Customer Operations, APAC

ExecThread; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Job summary

ExecThread is seeking a Head of Customer Operations for the APAC region, based in Greater Melbourne with a hybrid working model. The role focuses on leading all post-sale activities including onboarding, data conversion, customer training, and ongoing support, tailoring global operations to APAC needs.

The successful candidate will partner with the regional GM and international operations leadership to drive performance, capacity planning, and cross-functional improvements while addressing risks

Qualifications

• Experience leading customer-facing operational teams in a SaaS/tech environment.
• Ability to link operational decisions to financial outcomes using data.

Responsibilities

• Own operational performance for APAC post-sale activities.
• Lead onboarding, data conversion, customer training and ongoing support.
• Plan capacity and drive cross-functional improvements.
• Represent APAC in international planning and ensure security and compliance.

Job description

Greater Melbourne, Australia Area (Hybrid)

The Company is seeking a Head of Customer Operations for the APAC region. This pivotal role is focused on leading all post-sale activities, including onboarding, data conversion, customer training, and ongoing support. The successful candidate will work closely with the regional GM and international operations leadership to adapt the global operations strategy to the specific needs of APAC customers. Key responsibilities for the Head of Customer Operations include owning operational performance, leading workforce and capacity planning, driving cross-functional improvement, and anticipating and planning for risks and opportunities. The role also involves making decisions on the best training methods for customers, representing APAC operations in international planning, and ensuring local security and compliance requirements are met.The ideal candidate will have a background in leading customer-facing operational teams within a SaaS, software, or technology environment. They should be commercially minded, with the ability to link operational decisions to financial outcomes, and have a proven track record of using data to improve workflow, capacity, and quality. Experience in process change management, sound judgment, and the ability to build trusted relationships with stakeholders are essential. Exposure to sales or marketing is also a plus. The company is committed to creating an inclusive and diverse workplace and encourages applications from individuals of all backgrounds.

Functions:

• Operations

Global SaaS business focused on onboarding, support, and customer success across APAC