Global Head of Customer Service & Digital Operations

Les Mills Brasil ??

Auckland

On-site

NZD 180,000 - 240,000

Full time

8 days ago

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Benefits offered by this job

Free gym membership and LM+

26 weeks full-pay parental leave

Health insurance discounts

Company-wide connection opportunities

Global mobility

Dog-friendly office

Volunteer day

Free fresh fruit and snacks

Job summary

Les Mills is seeking a Director of Customer Service & Digital Operations in Auckland. This hands-on leadership role spans customer support, content and platform operations, and internal technology services.

You will collaborate with Product, Engineering, Data & AI, and commercial teams to simplify journeys and build scalable, reliable operations for customers and employees. You will lead a diverse portfolio across channels, driving performance, standards, and outcomes while delivering measurable

Qualifications

Experience leading customer service or digital operations teams.
Proven ability to align multiple service channels around clear outcomes.
Track record using automation/AI to improve support.
Strong analytical skills with service measures and budgets.

Responsibilities

Lead customer service for Instructors and LES MILLS+ experiences.
Lead support and operations for Born to Move, Les Mills Content, and Virtual.
Provide leadership oversight for TechOps and employee technology support.
Drive automation, self-service, and faster time to answer across every service channel.
Build one operating rhythm across customer service and digital operations.
Use customer insight and operational data to improve service quality, reliability, and efficiency.