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Operations Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeLeadership Full time $120,000 - $180,000

Job Overview

About the Role

This is an exceptional opportunity to lead a high-performing team responsible for processing and delivering high-quality data to customers.

Key Responsibilities

  • Lead the day-to-day alignment, enablement, coaching, and oversight of the Data Success function.
  • Develop and implement strategies to enhance the overall efficiency and speed of our processing capabilities.
  • Ensure all of our processing outputs are of high quality, reducing reprocessing requests from our customers.
  • Analyse data to identify trends, areas for improvement and opportunities to enhance the overall service function.
  • Monitor and assess performance metrics, such as processing time, SLA adherence, reprocessing requests and overall accuracy.
  • Ensure high-quality customer interactions, an effective escalation path and timely resolutions.
  • Responsible for the overall learning and development of the team as we continue to evolve our existing processing capabilities and add new capabilities and services.
  • Hire, lead, coach and mentor a high-performing team.
  • Contribute to the strategic direction of the global Services, Support and Customer Success teams by working closely with the Chief Customer Officer.

Required Skills and Qualifications

  • 5+ years of experience managing remote and technical customer-facing teams of 50+ headcount.
  • Natural leadership skills with the ability to unite a large technical team under a common goal.
  • Proficiency in analysing data, tracking KPIs and using insights to improve performance, operations and policies.
  • Exceptional communication skills with the ability to deliver feedback in a constructive and productive way.
  • Experience creating and implementing end-to-end pragmatic processes that improve team efficiency.
  • Great interpersonal skills with the ability to gel with customers, collaborate with your team, and thrive in a rapidly-changing environment as the business grows and scales.

What We Offer

  • A dynamic and supportive work environment with opportunities for growth and professional development.
  • A competitive compensation package and benefits.
  • The chance to work with a talented and dedicated team who share your passion for excellence.