Senior Field Operations Manager

Tabcorp; Cumberland; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Flexible holidays

Parental leave 18 weeks

Event tickets to racing/sporting

Wellbeing app access

Retail discounts

Job summary

Tabcorp, through MAX, seeks a dynamic leader to oversee Customer Operations. You will lead a small team of Customer Operations Managers, drive operational excellence, and optimize daily activities with a focus on performance and efficiency.

You will coach teams, establish strategic KPIs, manage escalations, and collaborate with external stakeholders to align with national operational standards.

Qualifications

• Demonstrated leadership in a fast-paced service delivery environment.
• Ability to set and monitor KPIs and drive performance.

Responsibilities

• Lead the Customer Operations team and set clear goals and expectations (KPIs).
• Drive team engagement and implement national operational plans.
• Coach and provide feedback based on KPI performance.
• Escalation point for customer or sub-contractor issues.
• Communicate updates and performance metrics to stakeholders.

Skills

Leadership

Team management

KPI setting

Coaching

Stakeholder management

Job description

Could this be one of those rare moments to do the best work of your career? At Tabcorp, our story continues to evolve every day. It’s an exciting moment in our history – a new era of Tabcorp. We’re raising the game by creating the most engaging betting and entertainment experiences, and to lead with integrity.

We’re here to create excitement everywhere – through our incredible people, unrivalled experiences and strong relationships. We’re bringing industry leading products and services to our customers and breaking into new horizons.

Game to join us?

What you’ll do

The Customer Operations team delivers high quality in-field technical support to key external customers and Tabcorp’s Wagering and Gaming Service businesses.

Working closely with the Head of Customer Operations, this role is pivotal in overseeing and optimising daily Customer Operations activities. You will lead a small team of Customer Operations Managers and be responsible for driving the delivery of operational excellence and improving efficiency. This will be achieved through strong leadership, team management, performance monitoring, business acumen and a customer service focus.

Key Accountabilities:

• Provide strong leadership to the Customer Operations team through setting clear goals and expectations
• Drive team engagement across the wider Customer Operations team.
• Establish strategic KPI’s and support the implementation of strategic operational plans
• Conduct regular coaching and provide feedback to team members based on their KPI’s
• Support your team as the escalation point for any customer or sub-contractor related issues
• Communicate operational updates and performance metrics
• Implement consistent processes to support the national approach
• Build and maintain strong effective working relationships with key external stakeholders, the Customer Operations team wider Technical Services and Operations teams.

What you’ll bring

• High energy, with the ability to work in a fast-paced, client centric environment.
• Results-oriented; able to work in a multi-task environment, managing multiple priorities while delivering results.
• Strong analytical and problem-solving skills – with the ability to make data driven decisions.
• Previous management experience in a fast-paced service delivery environment
• Excellent, proven leadership skills with the ability to influence and bring the best out your team.
• Demonstrated practical experience of leading teams through change

Benefits that back you up

We know that when we belong, we thrive. That’s why we offer:

• Time for moments that matter - from birthdays to cultural leave, flexible public holidays, and 5 days bonus leave
• 18 weeks paid parental leave for every new parent, no matter your role
• Ticketing to some of the country’s biggest racing and sports events.
• Access to our leading wellbeing app and programs to help you be your best
• A range of corporate discounts and special offers with leading retailers
• A diverse and inclusive culture where everyone belongs

Who we are

MAX, part of Tabcorp, provides the expertise and services that keep Australia’s gaming venues performing at their best. From regulatory guidance to technical and operational solutions, we help hotels, clubs and casinos succeed - while championing safe and responsible gaming for every venue and community. With operations across thousands of venues nationwide, MAX is where you can make a real impact and belong where the action is.