Head of Customer Operations & Experience Architect

Sucasa; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Skip is seeking a Senior Head of Customer Operations to own the customer experience across the lending journey—from first contact to servicing. You will be the decision-maker on escalated and sensitive issues, balancing customer outcomes with commercial considerations, and you will build and scale a high-performance team as we grow.

You will root-cause escalations, redesign processes, and work with Product and Engineering to automate fixes, reducing future issues and improving customer

Qualifications

• 7-12 years in customer operations, service delivery or operations leadership.
• Experience owning a customer function end-to-end.
• A track record of turning escalations into structural fixes.
• Genuine customer centricity.
• Genuine operational capability to map and redesign processes.

Responsibilities

• Own the end-to-end customer experience across the lending journey and be final decision-maker on escalated issues.
• Map, redesign and continually improve customer-facing processes across origination, settlement and servicing.
• Lead, coach and develop the Customer Operations team and scale with volumes.
• Own decision authority on goodwill, remediation and commercial resolutions; push the roadmap with evidence.

Skills

Customer operations leadership

Decision making

Process redesign

Communication

Tools

CRM systems

Workflow tools

AI tools

Job description

Skip is seeking a Senior Head of Customer Operations to own the customer experience across the lending journey—from first contact to servicing. You will be the decision-maker on escalated and sensitive issues, balancing customer outcomes with commercial considerations, and you will build and scale a high-performance team as we grow.

You will root-cause escalations, redesign processes, and work with Product and Engineering to automate fixes, reducing future issues and improving customer