Head of Post-Purchase Experience & 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

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.