Customer Operations Manager

JacksonStone & Partners; Wellington; On-site; NZD 90,000 - 120,000; Full time

Job summary

JacksonStone & Partners is seeking a Customer Operations Manager to lead a small team and review end-to-end processes for continuous improvement. The role involves guiding improvements, coaching a team of eight, and working with multiple leaders to deliver high-standard customer services.

The position is a nine-month contract and can be based in Auckland or Wellington; some travel is required, and you must reside in New Zealand with eligible visa status. Immediate start preferred.

Qualifications

• Minimum five years of people leadership experience.
• Experience leading teams through transformation.
• Significant experience in customer service/operations.
• Strong systems capability, including experience with large databases and Excel.

Responsibilities

• Manage the delivery of a range of customer services.
• Lead, coach and develop a team of eight customer service specialists.
• Review end-to-end processes and identify efficiencies and service improvements.
• Implement these improvements, developing team capability and ensuring continuity of service delivery.
• Manage relationships across the organisation and work with different leaders and teams to ensure services are integrated, responsive and delivered to a high standard.

Skills

People leadership

Process improvement

Customer ops

Excel

MS Office

Data analysis

Tools

Excel

Microsoft Office

Job description

About the Role

We\'re looking for a Customer Operations Manager to lead a small team while reviewing end-to-end processes and bringing fresh thinking around process improvements. This is a role for somebody comfortable questioning existing ways of working, looking beyond the immediate answer and finding opportunities for continuous improvement.

Key Responsibilities

• Manage the delivery of a range of customer services.
• Lead, coach and develop a team of eight customer service specialists.
• Review end-to-end processes and identify efficiencies and service improvements.
• Implement these improvements, developing team capability and ensuring continuity of service delivery.
• Manage relationships across the organisation and work with different leaders and teams to ensure services are integrated, responsive and delivered to a high standard.

Skills & Experience Required

• At least five years people leadership experience.
• Experience leading teams through transformation.
• Significant experience in managing customer service/customer operations.
• Strong systems capability, including experience with large databases, Excel and the wider Microsoft Office Suite.
• Proven expertise in challenging existing processes and systems and implementing practical, effective solutions.

This is a contract role starting ASAP for nine months. You can be based in either Auckland or Wellington. Some travel is required. To apply for this position, you must be currently residing in New Zealand and either be a NZ Citizen, Permanent Resident, or have a valid NZ Work Visa.