Customer Experience Director

4 days ago

Melbourne, Victoria, Australia beBeeOperations Full time $110,000 - $170,000
Job Overview

We are seeking an experienced leader to oversee the Merchant Experience Operation team in Australia. The ideal candidate will have a strong background in customer experience and operations, with a proven track record of driving process improvement and delivering exceptional results.

Key Responsibilities
  • Lead and coach a high-performing team of customer experience consultants, providing onboarding, performance coaching, and career development opportunities.
  • Drive operational efficiency by managing day-to-day operations, including workforce planning, schedule optimization, timecard approvals, and maintaining/updating Standard Operating Procedures (SOPs).
  • Elevate the customer experience by collaborating with cross-functional partners to ensure every customer interaction meets high standards and values.
  • Continuously improve by analyzing team performance, identifying trends, and implementing scalable solutions.
Requirements
  • 8+ years of experience in Customer Experience, Operations, or related roles in fast-paced, service-focused environments.
  • Proven leadership experience, coaching and developing high-performing teams, and guiding individuals through career growth.
  • Collaborative and team-oriented, with the ability to work individually when needed.
  • Analytically strong, with intermediate to advanced Excel skills, and able to translate insights into action.
  • Humble, principled, and people-first, leading with fairness, empathy, and integrity.

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