Effortless Experience Leader

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time $137,000 - $173,000

Join a movement where everyone can thrive in a culture of financial freedom and global growth.

Our team is dedicated to helping people spend responsibly without interest or extended debt.

The Role

Lead and help evolve our customer service model to deliver an effortless experience.

  • Direct leadership of the Australia and New Zealand (ANZ) Customer Service Team and offshore Partner resources.
  • Delivery of our customer service strategy globally.

Shape and achieve our customer experience strategy, influencing and inspiring a team of passionate professionals and their leaders.

Serve as a senior Operations leader, working with stakeholders and Partners to protect and respond to customer expectations and regulatory obligations.

You will report to the Loan Servicing Lead and be based in Melbourne, AU with hybrid working arrangements.

Key Responsibilities:

  • Set and maintain planning and performance review disciplines across operational teams.
  • Drive performance to meet OPEX and service delivery commitments.
  • Work in Partnership with Block Customer Operations operational support partners.
  • Utilize deep product and industry knowledge to implement and improve best practices.

Requirements:

  • 15+ years of relevant CS operations work experience, with 10+ years of multi-tier people management experience.
  • Proven people leader; engage the team around a vision and solve problems or deliver results with and through a team.
  • Past product and/or project management experience and deep background operating in complex operations.
  • Experience building, optimizing, leading B2C Customer Success operations, particularly in a fast-paced startup or tech environment.

Preferred Qualifications:

  • A relevant BA/BS degree or related experience.
  • Deep understanding of regulatory requirements and challenges including licensure obligations.

Benefits:

We offer a dynamic and supportive work environment that fosters innovation and collaboration.

As a member of our team, you will have opportunities to grow professionally and personally.

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