Customer Care Operations Lead: AI-Driven Performance

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

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.