Head of Post-Purchase Experience & Operations

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

Benefits offered by this job

Discount on Carma cars

Social events and team activities

Discounts on NRMA cover

Job summary

Carma is seeking a Head of Customer Operations in Sydney to lead post-purchase customer service, delivery and escalations. You will balance strategic direction with hands-on leadership, driving remarkable customer experiences at scale while improving operational efficiency.

Reporting to senior leadership, you will own strategy, performance and continuous improvement, building high-performing teams and shaping the end-to-end customer journey in a fast-growing, digital-first retailer.

Qualifications

• Proven senior leadership across customer operations, experience leading multiple teams.
• Strong ability to balance customer outcomes with operational performance.
• Track record of data-driven improvements in satisfaction and efficiency.

Responsibilities

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

Skills

Senior leadership

Team leadership

Commercial acumen

Data interpretation

Escalations

Stakeholder management

Strategic leadership

Customer operations

Job description

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. APPLY NOW or email