Senior Customer Operations & Process Leader

Jumbo Interactive Limited; Brisbane; Hybrid; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Short-term incentive

Employee assistance program

Talent management programs

On-site meals (Brisbane)

Novated leasing

Parental leave (20 weeks)

Job summary

Jumbo Interactive Limited, Brisbane, is seeking a hands-on Head of Customer Operations to lead customer support, FinOps, process improvement and training/quality. You’ll report to the General Manager and build an operating model that supports reliable day-to-day delivery.

This newly created role focuses on stabilising customer operations, establishing clear ways of working and consistent leadership, with cross-training to cover absences.

Qualifications

• Experience leading team leads or managers.
• Hands-on operations management with planning, coaching, and problem solving.
• Experience in contracted or regulated environments with reporting obligations.
• Experience managing SLAs across internal teams.
• Experience handling personal data and privacy considerations.
• Experience overseeing financial transactions/payments/reconciliations.
• Ability to lead practical improvements and change agendas.
• Lottery/regulated sector exposure is a plus.

Responsibilities

• Lead customer support, FinOps, process improvement, and training/quality.
• Build an operating model clarifying responsibilities and collaboration.
• Improve day-to-day service delivery and complaint handling.
• Coach developing leaders to grow capability and confidence.
• Strengthen resilience with cross-training and coverage planning.
• Ensure SLAs are met in collaboration with Finance and group functions.
• Maintain alignment with contracts, reporting, and PII handling.

Skills

Team leadership

Operations management

Contracted/regulatory exposure

SLA management

Complaint handling

FinOps experience

Cross-training

Stakeholder collaboration

Payments reconciliation

Job description

Jumbo Interactive Limited, Brisbane, is seeking a hands-on Head of Customer Operations to lead customer support, FinOps, process improvement and training/quality. You’ll report to the General Manager and build an operating model that supports reliable day-to-day delivery.

This newly created role focuses on stabilising customer operations, establishing clear ways of working and consistent leadership, with cross-training to cover absences.