Senior Customer Operations Manager

Tabcorp; Cumberland; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Five days of bonus leave

18 weeks paid parental leave

Wellbeing programs and resources

Corporate discounts and offers

Inclusive culture

Job summary

MAX Technical Services, part of Tabcorp, is seeking an experienced operations leader to oversee field customer operations across VIC, NSW, TAS and WA. You will drive service outcomes, lead geographically dispersed teams, and partner with venue stakeholders to raise performance.

Reporting to the Head of MAX Technical Services, you turn strategy into action, embed continuous improvement, and build high-performing teams that deliver exceptional customer experiences.

Qualifications

• Significant leadership experience in customer operations or field/technical services.
• Experience leading geographically dispersed teams and partners.
• Strong capability in service delivery, performance management and reporting.

Responsibilities

• Lead service delivery to meet and exceed customer and business expectations.
• Build, coach and develop high-performing teams across multiple states.
• Drive operational excellence through continuous improvement initiatives.
• Strengthen relationships with venue partners, customers and key stakeholders.
• Manage budgets and operational performance; use data to drive outcomes.
• Turn strategy into action and identify efficiency improvements.

Skills

Leadership

Field service

Team management

Stakeholder management

Performance reporting

Job description

Your Opportunity

Join MAX Technical Services in a leadership role where customer experience, operational performance and people leadership come together. Leading teams across multiple states, you will drive service excellence, strengthen customer partnerships and deliver on key business priorities in a dynamic, customer-focused environment.

Your Role

Reporting to the Head of MAX Technical Services, you will lead field customer operations teams across VIC, NSW, TAS and WA. You will be responsible for delivering outstanding service outcomes, driving operational performance and developing high-performing teams.

As a senior leader, you will turn strategy into action, foster strong stakeholder relationships and identify opportunities to improve efficiency, performance and customer satisfaction.

Key Responsibilities

• Lead service delivery to meet and exceed customer and business expectations
• Build, coach and develop high-performing teams
• Drive operational excellence through continuous improvement initiatives
• Strengthen relationships with venue partners, customers and key stakeholders
• Manage rbudgets and operational performance
• Use data and insights to improve service outcomes and business performance

What You'll Bring

You are an experienced operations leader with a strong customer focus and a track record of delivering results through people.

Skills and Experience

• Significant leadership experience in customer operations, field service or technical services
• Demonstrated success leading geographically dispersed teams
• Strong service delivery, performance management and reporting capability
• Commercial acumen and the ability to balance customer and business outcomes
• Exceptional stakeholder management and relationship-building skills
• Strong analytical and problem-solving abilities with a continuous improvement mindset

Benefits That Back You Up

We know people perform at their best when they feel supported. That's why we offer:

• Time for moments that matter, including birthdays, cultural leave, flexible public holidays and five days of bonus leave
• 18 weeks paid parental leave for every new parent, regardless of role
• Access to leading wellbeing programs and resources
• Corporate discounts and special offers from leading retailers
• A diverse and inclusive culture where everyone belongs

Who We Are

MAX, part of Tabcorp, provides the expertise and services that help Australia's gaming venues perform at their best. Through technical, operational and regulatory support, we partner with customers across the country to keep their operations running smoothly.

With more than 400 team members nationwide, MAX Technical Services delivers critical support across a diverse customer base, offering the opportunity to make a meaningful impact while working with an industry-leading team.

Join the Action

Ready to make MAX your home ground?

Join a team that values collaboration, inclusion, respect and connection. We welcome people of all backgrounds and abilities. If you require adjustments during the recruitment process, please contact [e-mail].