Operational Excellence Lead

5 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $120,000 - $150,000

Job Summary:

As a leader in our operations team, you will oversee the delivery of high-quality customer service across multiple sites. This involves supervising day-to-day operations, coordinating customer installations and service requests, driving continuous improvement in service delivery and operational efficiency, and supporting the training and development of direct and indirect reports.

Key Responsibilities:

  • Team Leadership & Development
  • Supervise and mentor a team of Customer Operations Technicians to ensure they have the necessary skills and knowledge to excel in their roles.
  • Schedule and allocate resources to meet customer SLAs and operational targets, ensuring timely and accurate documentation of service delivery activities.
  • Foster a culture of safety, accountability, and customer focus among team members, promoting a collaborative and supportive work environment.

Customer Service & Operations

  • Oversee the execution of customer orders, installations, and remote hands services, ensuring that all interactions are professional, courteous, and responsive to customer needs.
  • Act as an escalation point for customer issues, coordinating resolution and ensuring that customers receive timely and effective support.

Process & Quality Management

  • Monitor and improve operational workflows and service delivery processes, identifying areas for optimization and implementing changes to enhance efficiency and quality.
  • Ensure compliance with industry standards and best practices, supporting audits and quality assurance initiatives as needed.

Collaboration & Communication

  • Liaise with internal teams, including Engineering, Sales, and Global Support, to ensure seamless communication and collaboration.
  • Provide regular updates and reporting to management on team performance and customer satisfaction, highlighting opportunities for growth and improvement.

Requirements:

The ideal candidate will possess:

  • Proven experience in a customer-facing operations role, preferably in a data center or technical environment.
  • Strong leadership and team management skills, with excellent communication and problem-solving abilities.
  • Familiarity with IT infrastructure, cabling, and data center operations.
  • Ability to work in a fast-paced, 24/7 operational environment.

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