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Regional Operations Excellence Manager

1 month ago

Sydney, New South Wales, Australia Indie campers Full time
About Indie Campers

We are a leading campervan marketplace, dedicated to making road trips accessible to everyone. With a strong focus on customer-centricity and digital innovation, we have developed a seamless booking experience and high-quality road trips at affordable prices.

With over one million nights rented through our platform, we have welcomed more than 300,000 travelers from 169 countries. Our comprehensive range of road trip possibilities includes short-term RV rentals, long-term campervan subscriptions, and the option to purchase one of our vehicles.

Our technological focus drives exciting and demanding challenges, requiring top talent and motivation to be successfully pursued. We are expanding our team and seeking motivated individuals to join our ever-evolving journey.

The Role

You will be part of our regional team, responsible for executing regional processes and managing local depots and their respective teams. Your primary focus will be ensuring 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 guaranteeing that all global support teams execute processes designed with high standards to assist local operations, supporting customers and team members in your region. Your direct impact will be on customer satisfaction, and you will work daily to improve client experiences by taking the lead on service recovery procedures, understanding process improvements, and implementing customer satisfaction-related actions.

Reporting directly to the APAC Regional Operations Director, you will play an essential role in operation execution, serving as the voice of the customer within the regional team and striving towards better execution to meet customer expectations, coordinating your actions with the rest of the team.

Key Responsibilities
  • Oversee day-to-day local operations execution, analyzing customer satisfaction data daily to identify improvement opportunities.
  • Daily execution of service recovery procedures, proactively reaching out to customer journeys that broke service SLAs and adjusting customer experiences 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 diverse tasks.
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 thriving in a fast-paced environment;
  • Organised and committed to driving customer satisfaction;
Compensation

We offer an estimated salary of $80,000 - $100,000 per year, depending on location and experience.