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Head of Operations
4 weeks ago
We're looking for an experienced and commercially minded Head of Operations to join Emerald and play a pivotal role in driving efficiency, productivity, and customer satisfaction across our business.
This is a leadership role overseeing post-sales technical support, service operations, and supply chain management, while acting as a trusted 2iC to the COO. You'll be responsible for optimising workflows, enhancing customer experience, and ensuring seamless operational performance across the company.
This is an exciting opportunity for a dynamic leader who thrives in a fast-paced, product-driven environment and wants to make a tangible impact on the growth and success of a leading clean energy business.
Key Responsibilities- Operational Leadership – Drive business improvement initiatives, streamline processes, and act as an escalation point for complex operational and technical issues.
- Technical Support & Service – Lead a small internal team and third-party service agents to deliver outstanding B2B and B2C customer support, including warranty and installation issue resolution.
- Supply Chain Management – Oversee procurement, logistics, and supplier relationships (domestic and international), ensuring supply reliability, cost efficiency, and resilience.
- Process & Systems Development – Implement best-in-class reporting frameworks (e.g., DIFOT, landed cost, service resolution times) and integrate operations with sales and product launches.
- Strategic Projects – Partner closely with the COO, lead ad-hoc projects, and provide executive-level insights and reporting to drive decision-making.
We're looking for someone with:
- 8+ years' experience in operations within a product-driven industry.
- Strong leadership skills with experience managing both internal teams and external service providers.
- Proven ability to improve processes, align KPIs, and deliver measurable results.
- A background in both B2B and B2C customer or technical support.
- Strong commercial and analytical skills with the ability to provide executive-level insights.
- Excellent stakeholder management and communication skills.
Emerald is a leading Australian designer and distributor of smart, energy-efficient technology. Our mission is to help households and businesses make the switch to more sustainable solutions. With a strong focus on innovation, quality, and customer experience, we are shaping the future of energy-efficient living.
Now is the perfect time to join Emerald as we expand our product portfolio and continue to make a positive impact on the way Australians use energy.
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