We're partnering with an ambitious, Sydney-based online retailer that's challenging the traditional retail experience and making complex purchases simpler, more transparent and more enjoyable for customers. As the business continues to grow, we're looking for an experienced Head of Customer Operations to lead the next phase of its customer experience journey.
Reporting into senior executive leadership, you'll take ownership of post-purchase customer operations, overseeing Customer Service, Delivery and Escalations.
This is a role for a leader who loves building exceptional teams, solving complex operational challenges and creating customer experiences that genuinely stand out. You'll balance strategic direction with hands-on leadership, using data, people and process improvements to drive both customer satisfaction and commercial performance.
What You'll Be Doing
- Lead and inspire teams across Customer Service, Delivery and Escalations
- Own the strategy, performance and continuous improvement of post-purchase customer operations
- Drive customer satisfaction, service quality and operational efficiency
- Establish clear KPIs and performance frameworks across the customer journey
- Identify opportunities to streamline processes, improve workflows and remove friction
- Coach and develop operational leaders, building capability and accountability
- Partner with cross-functional stakeholders to improve the customer experience
- Use customer insights and performance data to guide decisions and deliver measurable improvements
- Support the business as it continues to grow and evolve
- Proven senior leadership experience across Customer Operations, Customer Experience, Contact Centres or Service Delivery
- Experience leading multiple teams, including developing and coaching managers
- Strong commercial acumen and the ability to balance customer outcomes with operational performance
- A demonstrated track record of improving customer satisfaction, productivity and service efficiency
- Confidence interpreting data, identifying performance gaps and implementing solutions
- Experience managing complex customer journeys, escalations and operational challenges
- A collaborative, pragmatic leadership style with the ability to influence stakeholders
- The confidence to operate strategically while remaining connected to day-to-day operations
- $150,000–$160,000 base salary + superannuation + 10% bonus opportunity
- Work closely with executive leadership and influence key operational decisions
- Take responsibility for multiple customer-facing functions and the end-to-end post-purchase experience
- Deliver meaningful improvements to customer experience, operational efficiency and team performance
- Join a digital-first retailer challenging traditional industry practices
- Gain exposure to a high-growth business with complex, evolving operational requirements
- Develop managers, build team capability and shape a high-performance culture
- Take on a substantial leadership assignment with clear scope to deliver results