Regional Operations Excellence Specialist

2 weeks ago

Sydney, New South Wales, Australia Indie campers Full time
Company Overview

Indie Campers is a leading campervan marketplace, dedicated to making road trips accessible to everyone. With its customer-centric approach and innovative digital platform, the company has established a strong reputation for delivering high-quality travel experiences at affordable prices.

The company's success is reflected in its impressive numbers: over one million nights rented through its platform, serving more than 300,000 travelers from 169 countries. Indie Campers offers a diverse range of road trip possibilities, including short-term RV rentals, long-term campervan subscriptions, and vehicle sales.

Job Description

We are seeking an experienced Regional Operations Support Lead to join our team. As a key member of our regional team, you will be responsible for ensuring the successful execution of regional processes and managing local depots and their respective teams.

Your primary focus will be on guaranteeing that operational support procedures are executed with high standards in your region, both for customers and local operations. You will play a pivotal role in ensuring that our global support team executes processes designed to assist local operations, supporting customers and team members in your region.

This role offers a unique opportunity to make a direct impact on customer satisfaction and work towards improving the experience of our clients. You will take the lead on daily service recovery procedures, analyze customer satisfaction data to identify improvement opportunities, and implement customer satisfaction-related actions.

Responsibilities
  • Oversee day-to-day local operations execution, analyzing customer satisfaction data to understand improvement opportunities.
  • Daily execution of service recovery procedures, proactively reaching out to customer journeys that broke service SLAs and adjusting customer experience accordingly.
  • Coordinate corrective actions with the regional team.
  • Coordinate and deliver customer satisfaction improvement actions, ranging from training to our local team regarding operational procedures, overseeing local operations physical developments, auditing local procedures among other divers.
Requirements
  • 5+ years of experience in customer support roles;
  • Experience in rent-a-car or hospitality industries is a plus;
  • Strong communication skills - being able to effectively communicate with customers and internal teams;
  • Passionate about driving operational excellence and thrive in a fast-paced environment;
  • Organized and committed to driving customer satisfaction;
  • Estimated salary $60,000 - $80,000 per year based on location and experience.

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