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Chief Service Delivery Officer

3 weeks ago

Sydney, New South Wales, Australia beBeeLeadership Full time $180,000 - $200,000
Job Description

The Director, Operations role is a critical position accountable for building a customer-centric culture through outstanding service delivery across various teams. This includes Activations, Customer Contact Centre, Registrations & Infringements, and Service Control teams.

This senior leadership position champions innovation and automation, including self-service and driving a more collaborative approach to service delivery across the business. The role is responsible for coaching and mentoring team members to further develop and enhance customer experience and support customer retention.

Senior leadership duties include ensuring consistent and superior customer experience, developing and implementing operational plans that align with the company's overall strategy, providing strategic direction, and directing and motivating managers to achieve agreed targets within their operational teams.

The successful candidate will demonstrate a track record of leading a successful large team through vision creation, connection to purpose, common goals, collaboration, and recognition. Excellent communication skills are essential, with the ability to articulate clear and concise messages to a wide variety of audiences.

Key Responsibilities
  • Overall accountability for Australia and New Zealand service delivery.
  • Ensure consistent and superior customer experience.
  • Develop and implement operational plans that align with the company's overall strategy.
  • Provide strategic direction, leading, managing and directing all operational activities.
  • Directing and motivating managers to achieve agreed targets within their operational teams.
Requirements
  • A proven track record of leading a successful large team of diverse skill sets.
  • Customer-centric mindset, understanding customer service and managing customer expectations and retention.
  • Excellent written and verbal communication skills.
  • An advocate for change, able to overcome obstacles and solve complex business/customer problems.
  • A team player who collaborates with others across the business to provide seamless and efficient customer experiences.
What We Offer
  • Annual performance-based bonus.
  • 'Take 5' leave – earn an extra week of annual leave.
  • Gender-neutral parental leave – 12 weeks paid entitlement.
  • A hybrid work environment – three days in the office.