Customer Care Operations Lead

The Warehouse Group; Auckland; On-site; NZD 110,000 - 140,000; Full time

Benefits offered by this job

Discounts across our brands

Birthday leave and charity day off

Free parking, EV charging, onsite gym,

26 weeks paid parental leave

Job summary

The Warehouse Group is seeking a Customer Care Operations Lead to drive operational excellence and workforce planning across our Auckland-based Customer Care function. This leadership role focuses on delivering outstanding customer outcomes through data-driven planning and strong team leadership.

You will oversee day-to-day performance, partner with outsourced teams, and push continuous improvements including AI-enabled solutions to enhance efficiency and service quality.

Qualifications

• Proven leadership experience with coaching and developing high-performing teams.
• Strong workforce management expertise: forecasting, capacity planning and scheduling.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Excellent organisational skills and attention to detail.

Responsibilities

• Lead, coach and develop our Auckland-based customer care operations team (circa 8 team members).
• Drive day-to-day operational performance of Customer Care and ensure systems, processes and service delivery run smoothly.
• Own workforce planning & capacity management, coordinating with outsourced WFM to meet service levels and productivity goals.
• Use data and insights to identify opportunities to improve performance and customer experience.
• Own operational reporting and analytics to support informed decisions across the business.
• Collaborate with onshore and offshore teams to deliver seamless service outcomes.
• Support continuous improvement initiatives and help shape the future of Customer Care with AI and automation.

Skills

Leadership

Workforce management

Analytical skills

Organisational skills

Stakeholder management

AI & automation in customer care

Tools

WFM tools

Data analytics tools

Job description

Company Description

At The Warehouse Group, we're proud to be home to some of Aotearoa's most iconic brands, including The Warehouse, Warehouse Stationery and Noel Leeming. Together, we're focused on creating relevant and meaningful experiences for our customers and communities across New Zealand.

Company Description

At The Warehouse Group, we're proud to be home to some of Aotearoa's most iconic brands, including The Warehouse, Warehouse Stationery and Noel Leeming. Together, we're focused on creating relevant and meaningful experiences for our customers and communities across New Zealand.

Company Description

At The Warehouse Group, we're proud to be home to some of Aotearoa's most iconic brands, including The Warehouse, Warehouse Stationery and Noel Leeming. Together, we're focused on creating relevant and meaningful experiences for our customers and communities across New Zealand.

Job Description

We are now looking for a Customer Care Operations Lead to drive operational excellence, workforce planning, reporting, and continuous improvement across Customer Care function. This is a unique opportunity for a people-focused leader who enjoys combining data, planning, operational problem-solving to deliver exceptional customer outcomes.

What You'll Be Doing

• Lead, coach and develop our Auckland-based customer care operations team (circa 8 team members)
• Drive the day-to-day operational performance of Customer Care ensuring systems, processes and service delivery run smoothly
• Own workforce planning & capacity management, working closely with our outsourced WFM team to align demand forecasts, staffing plans, schedules and operational coverage to service level, productivity & customer experience goals
• Use data and insights to identify opportunities to improve performance, productivity and customer experience
• Own operational reporting and analytics, enabling informed decision-making across the business.
• Partner closely with onshore and our offshore team to deliver seamless service outcomes.
• Support continuous improvement initiatives and help shape the future of Customer Care through AI and automation.

Qualifications

You’ll be an experienced operational leader who thrives in a fast-paced environment and enjoys balancing people leadership, customer outcomes and commercial thinking.

You'll Bring

• Proven leadership experience, with the ability to coach, develop and influence high-performing teams
• Strong workforce management expertise, including forecasting, capacity planning and scheduling
• Excellent analytical skills with the ability to translate data into actionable insights
• Exceptional organisational skills and attention to detail.
• Experience working with outsourced or offshore service delivery partners
• Strong stakeholder management and communication skills.
• A passion for leveraging technology, AI and automation to improve customer experiences

Additional Information

When you join us, we offer a range of benefits that work for you, your lifestyle, and your career, which include:

• Discounts across our brands
• Birthday leave and charity day off
• Free parking, EV charging, onsite gym and café at our Northcote support office
• 26 weeks paid parental leave
• A range of wellbeing support and development opportunities

The Warehouse Group is constantly evolving, this is a great opportunity to grow with us!