Assistant Operations Manager (Aom) - Cx Performance

Career Opportunities: Assistant Operations Manager (AOM) - CX Performance (1017678)

Requisition ID 1017678 - Posted - New and Partnership Businesses - VIC - Full-time - Information Technology

Woolworths Group, Australia and New Zealand’s largest retailer, launched Woolworths Market Plus (WMP) in October 2023. WMP is a curated customer destination that consolidates our trusted marketplace ecosystem, including three core banners: Big W Market, MyDeal, and Everyday Market.

WMP offers a single platform for our sellers to sell and manage products across our marketplaces. Our operations are primarily based in three hub locations: Melbourne, Sydney, and Manila.

Assistant Operations Manager (AOM) - CX Performance

• Dynamic start-up culture within Woolworths Group
• Melbourne CBD based with hybrid working flexibility
• Excellent growth opportunity in a rapidly expanding business

What you'll do

• Fulfillment Monitoring & Optimization: Monitor key metrics to ensure timely order fulfillment and delivery by sellers. Develop workflows for efficient exception handling and collaborate with tracking providers to optimize tracking data.
• Seller Support & Communication: Manage the Seller Help Centre content, ensuring it is current and accessible. Lead and mentor a team of overseas Seller Support agents.
• SLA Compliance & Performance Management: Ensure sellers adhere to Service Level Agreements (SLAs), identify and address breaches, and collaborate with sellers to improve performance through feedback and training.
• Proactive Issue Resolution: Identify, document, and resolve potential seller issues proactively.
• Data-Driven Improvement: Use data and analytical tools to identify areas for improvement in seller operations and support processes.

What you'll bring

• Highly organized and detail-oriented with strong initiative, attention to detail, and excellent time management skills.
• Strong communication and interpersonal skills; a collaborative team player.
• Problem-solving and analytical abilities, including data analysis and developing actionable plans.
• Technical proficiency in Microsoft Excel and Google Sheets; familiarity with e-commerce technical requirements is a plus.
• Proactive and independent work style, with openness to onsite work.

What you'll experience

• Work in a dynamic, inclusive start-up culture with experienced eCommerce professionals.
• Access to excellent equipment, including sit/stand desks, powerful laptops, and dual 4K monitors.
• Health & wellbeing programs and 12-week paid parental leave.
• Modern office on Collins St., with amenities including snacks.

Please note: Woolworths support office will be closed from 21 December 2024 to 6 January 2025. Applications will be reviewed after this period.

Endless possibilities with Woolworths Group

We are part of Woolworths Group, comprising over 200,000 passionate individuals committed to our purpose: ‘to create better experiences together for a better tomorrow.’ We support innovation, growth, and meaningful impact, offering limitless opportunities.

Everyone belongs at Woolworths Group

We value diversity, equity, inclusion, and belonging. Our inclusive workplace encourages everyone to bring their full selves and reach their potential. We welcome all candidates and support adjustments during the hiring process.