Customer Experience Operations Manager - Melbourne, Sydney or BrisbaneWork From Anywhere

Join us in Melbourne, Sydney, or Brisbane. Lead a team to enhance our 190+ FTE National customer care team. Develop strategies, provide Workforce Planning support, redesign training and quality programs, focus on continuous improvement, manage contact centre technologies, and implement changes with the Projects Manager. Ensure our teams deliver exceptional customer experiences.

Your key responsibilities:

• Optimize customer support strategy, lead automation and AI projects, and design efficient team structures
• Enhance processes, implement staffing strategies, and lead customer service projects
• Balance cost management with quality outcomes and streamline processes for value-added interactions
• Foster a high-performance culture, drive talent development, and ensure up-to-date performance plans
•  Lead health and safety compliance and promote a culture of safety and continuous improvement

What you’ll bring to the team:

• Tertiary education with 8-10 years leading multi-site customer service teams
• Strong commercial acumen, analytical skills, and contact centre systems experience
• Proven process improvement and exceptional customer experience delivery
• Strategic thinking, problem-solving, leadership, and coaching skills
• Continuous improvement mindset, excellent communication, and interpersonal skills

Why Our Team Enjoys Being Part of Blackwoods:

To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:

• Discount membership card for Kmart, Bunnings, Officeworks & OnePass
• Successful Refer-A-Friend program – earn up to $2,000 per referral
• Opportunity to contribute to organizational success through process optimization and workforce efficiency
• Collaborative and supportive work environment with opportunities for professional growth

NEXT STEPS

If you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates in the next two weeks so apply fast to avoid missing out!

As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which may include a pre-employment medical assessment involving drug & alcohol testing).

Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities.