Operations Director

3 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $180,000 - $200,000
About the Role

We are seeking a seasoned professional to lead our operations team, driving customer satisfaction and business excellence through strategic planning and execution.

This role will champion innovation and automation, empowering teams to deliver exceptional service and experiences across various touchpoints.

Key Responsibilities
  • Oversee Australia and New Zealand service delivery, ensuring consistency and quality across all customer life cycle stages.
  • Cultivate a customer-centric culture, implementing metrics and processes that demonstrate performance against key indicators and customer expectations.
  • Develop and implement operational plans aligned with our organization's overall strategy, fostering collaboration and teamwork.
  • Provide visionary leadership, guiding operational activities and motivating managers to achieve set targets within their teams.
  • Identify areas for improvement in operational processes, leveraging automation and AI to enhance customer experience and operational efficiency.
  • Promote a Customer First culture throughout the organization, embedding key attributes and behaviors into our ways of working and recognition programs.
About You

The successful candidate will possess:

  • A proven track record of leading large teams, fostering vision creation, connection to purpose, common goals, collaboration, and recognition.
  • Customer-centricity, understanding customer service and managing customer expectations and retention.
  • Excellent communication skills, both written and verbal, with the ability to articulate clear and concise messages to diverse audiences.
  • An advocate of change, overcoming obstacles and solving complex business/customer problems to achieve desired outcomes.
  • A team player, collaborating with others across the business to provide seamless and efficient customer experiences.
  • Problem-solving skills, personal resilience, and the ability to think like a customer.
  • Strong process orientation, effectively managing multiple process steps and stakeholders.
  • The ability to instil trust with direct teams, across the organisation, and with customers.
  • The ability to engage a geographically dispersed employee base.

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