Senior Customer Care Manager - Christmas Operations

Scene to Believe; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Scene to Believe is seeking an experienced Senior Customer Care Manager to lead the Customer Care function through the busiest time of year. This hands-on role will oversee a high-volume operation across Australia and New Zealand, coordinating local and offshore teams to deliver professional, timely support via phone, email, social media and online channels.

During October you’ll build the operation, and from November you’ll lead it through the Christmas season, maintaining exceptional standards

Qualifications

• 3+ years' experience in customer service, customer experience or contact centre leadership.
• Experience leading a high-volume customer service operation.
• Experience managing an offshore, overseas or outsourced support team.
• Strong people leadership, coaching and performance management skills.
• Confidence managing complex complaints and sensitive customer situations.
• Experience developing processes and maintaining quality standards.
• The ability to remain calm, make good decisions and take ownership in a fast‑moving environment.
• Sound judgement and exceptional written and oral communication skills.

Responsibilities

• Review and strengthen Customer Care processes, workflows and escalation pathways.
• Establish service standards, quality assurance, reporting, response guidelines and team resources.
• Prepare and align local and overseas teams through clear processes, expectations and training.
• Lead the Customer Care operation across Australia and New Zealand.
• Maintain high service and communication standards across phone, email, social media, online reviews and other channels.
• Take ownership of complex, sensitive and escalated customer situations.
• Monitor team performance, service levels, response quality and customer sentiment.
• Identify recurring issues and work with Operations, IT and Marketing to address their root causes.
• Provide senior management with clear reporting on performance, trends and emerging issues.

Skills

People leadership

Coaching

Performance management

Strong communication

Decision making

Process development

Quality standards

Offshore team leadership

Job description

Senior Customer Care Manager - Christmas Operations

Scene to Believe is looking for an experienced Senior Customer Care Manager to lead the Customer Care function through the busiest and most important time of year. This is a hands‑on senior role for someone who can lead a high-volume customer service operation, build strong processes, manage complex situations and maintain exceptional standards under pressure. You'll lead the local Customer Care team and oversee the overseas customer support team, ensuring customers receive professional, timely and consistent support across phone, email, social media and online channels. This is both a build and delivery role. During October, you'll prepare the operation for peak. From November, you'll lead it through the Christmas season.

Key responsibilities

• Review and strengthen Customer Care processes, workflows and escalation pathways
• Establish service standards, quality assurance, reporting, response guidelines and team resources
• Prepare and align local and overseas teams through clear processes, expectations and training
• Lead the Customer Care operation across Australia and New Zealand
• Maintain high service and communication standards across phone, email, social media, online reviews and other channels
• Take ownership of complex, sensitive and escalated customer situations
• Monitor team performance, service levels, response quality and customer sentiment
• Identify recurring issues and work with Operations, IT and Marketing to address their root causes
• Provide senior management with clear reporting on performance, trends and emerging issues

About you

• 3+ years' experience in customer service, customer experience or contact centre leadership
• Experience leading a high-volume customer service operation
• Experience managing an offshore, overseas or outsourced support team
• Strong people leadership, coaching and performance management skills
• Confidence managing complex complaints and sensitive customer situations
• Experience developing processes and maintaining quality standards
• The ability to remain calm, make good decisions and take ownership in a fast‑moving environment
• Sound judgement and exceptional written and oral communication skills

About us

Scene to Believe delivers Santa photography experiences across shopping centres throughout Australia and New Zealand. A significant proportion of annual customer activity happens within a matter of weeks, making Customer Care critical to the Christmas operation.

Senior Customer Care Manager - Christmas Operations Sydney, NSW, AU