Customer Experience Operations Manager

5 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $98,765 - $123,456

Delivering exceptional customer experiences requires more than just technical skills. It demands a unique blend of leadership acumen, strategic thinking, and people management expertise.

This role involves leading a team that manages inbound customer contact and service requests across multiple contracts. The successful candidate will oversee the team's performance in managing these interactions, ensuring quality standards are consistently met across all contracts.

A key responsibility includes implementing and maintaining robust quality management processes. This involves regular evaluations of customer interactions and service requests to identify areas for improvement.

The ideal candidate will lead and mentor the Customer Experience Team, fostering a positive and engaged team culture. They will also act as the first point of contact for VOC and customer escalations, ensuring timely and effective resolutions.

Responsibilities include:

  • Overseeing team performance in managing inbound customer contact and service request triage, ensuring quality standards are consistently met across all contracts.
  • Implementing and maintaining robust quality management processes, including regular evaluations of customer interactions and service requests to identify areas for improvement.
  • Leading and mentoring the Customer Experience Team, fostering a positive and engaged team culture.
  • Acting as the first point of contact for VOC and customer escalations, ensuring timely and effective resolutions.
  • Conducting performance and development reviews for direct reports using SuccessFactors or similar platforms.
  • Collaborating with clients by managing day-to-day interactions and ad hoc requests to maintain strong, positive relationships.
  • Monitoring and reporting on key performance indicators (KPIs) to ensure contract-specific SLAs are consistently met or exceeded.

To be considered for this role, you'll need:

  • Proven leadership skills with a demonstrated ability to manage people performance, quality, and team engagement.
  • Stakeholder engagement and communication skills.
  • Experience in quality management, including conducting evaluations, providing feedback, and improving processes.
  • Proficiency in the MS Office suite and experience with reporting and performance management tools such as SuccessFactors (or similar).
  • Experience using Genesys (preferred but not essential).

Ventia values diversity and inclusivity and welcomes applications from candidates from diverse backgrounds.

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