Customer Experience Leader

1 week ago

Melbourne, Victoria, Australia beBeeTransformation Full time $140,000 - $160,000
Job Overview

This is a leadership role that oversees the operational uplift of customer-facing teams in APAC. The position will drive strategic transformation initiatives, embed high-performance cultures, and ensure operational readiness for scale.

The Customer Operations Enablement Manager will coordinate cross-functional programs, leveraging data-driven methodologies to improve efficiency, culture, and customer experience. Key areas of focus include process improvement, workflow redesign, digital transformation, and metrics-driven decision-making.

Key Responsibilities:
  • Change Leadership: Drive transformation programs across APAC Ops, ensuring adoption and measurable outcomes.
  • People & Culture Uplift: Partner with functional leaders to embed accountability, Radical Candor feedback practices, and customer-first behaviors.
  • Operational Excellence: Lead process improvement, workflow redesign, and service efficiency initiatives using Lean/Six Sigma methodologies.
  • Digital Transformation: Partner with Product, Technology, and Engineering to align systems and tools to enable consistent operational delivery.
  • Metrics & Performance: Design and maintain dashboards that track SLA adherence, customer satisfaction, backlog health, and other operational KPIs.
  • Programme & Governance: Establish cadence of cross-functional stand-ups, reviews, and retrospectives to embed rhythm and accountability.
Requirements:
  1. Proven track record (5+ years) leading transformation and/or operational excellence programs.
  2. Experience in customer operations, professional services, or technical services functions.
  3. Strong background in driving cultural and behavioral change within teams.
  4. Exposure to digital transformation and SaaS/tech-enabled environments.
  5. Comfortable engaging with senior stakeholders, influencing across functions.
  6. Strong stakeholder management and influencing skills.
  7. Ability to translate strategy into practical action and measurable outcomes.
  8. Change management principles and frameworks (e.g., Kotter, Prosci).
  9. Metrics and dashboards to drive operational decision-making.
  10. Understanding of SaaS operations, customer support, or technical service environments.
  11. Familiarity with software debugging, system integration, and configuration management.
  12. Understanding of support operations, SLA management, and customer satisfaction metrics.

This role offers personal and professional development opportunities, a friendly and supportive team, and enhanced benefits.

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