Director of Consumer Operations

2 weeks ago

Melbourne, Victoria, Australia beBeeLeadership Full time $120,000 - $160,000
Drive Operational Excellence and Enhance Consumer Experience

The role of Group Executive, Consumer Experience, is a critical leadership position that oversees the strategic direction of our contact centre operations. This includes managing contract management functions to ensure consistency, compliance, and value across the organisation.

Job Description:

This senior leadership role is responsible for driving operational excellence, high performance, and exceptional consumer experience by developing and leading a whole-of-operational excellence strategy that aligns with our mission and strategic priorities.

Key Responsibilities:
  • Develop and lead a whole-of-operational excellence strategy that aligns with our mission and strategic priorities.
  • Establish and lead a centralised contract management function to ensure consistency, compliance, and value throughout the lifecycle.
  • Oversee contact centre operations to deliver efficient, effective, and consumer-centric support.

Required Skills and Qualifications:

The ideal candidate will possess the following qualifications and skills:

  • Tertiary qualifications in business, health administration, or a related field (postgraduate qualifications desirable).
  • 10+ years of experience in senior leadership roles, ideally in health, not-for-profit or government sectors.
  • Experience leading complex, multi-disciplinary teams including contract and consumer operations.
  • Demonstrated expertise in managing contact centres and embedding continuous improvement frameworks.
  • Proven ability to lead strategic transformation and stakeholder engagement at senior government levels.

Benefits:

We offer a purpose-driven team environment with opportunities for professional growth, an inclusive and supportive culture, balanced work environment, focus on wellbeing, and generous salary packaging.

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