Knowledge and Optimisation Manager

**About us**

Sportsbet's purpose is to bring excitement to life for its customers and we do this by over-delivering on excitement through serious fun, disrupting the status quo and living our values. We’re a flexible, progressive, open-minded, and inclusive employer with over 7,000 cool, clever and curious people around the world. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re tight knit, with 1,000 of us bringing excitement to life every day.

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools

**About the role**

Reporting to the Head of Contact Centres, the Communication and Optimisation Manager works within a geographically dispersed high performing leadership team and is responsible for leading the Customer Service Optimisation Lead, delivering on key strategic items, managing the communications within Customer Operations, managing change and process efficiencies to support a profitable Centre with Customer first & last at the forefront.

The Communication and Optimisation Manager is responsible for the delivery and performance of customer-centric, efficient, and effective operations enhancements. Additionally, the communication strategy and facilitation within Customer operations.

**About You**

We are looking for team player with leadership exposure, a brilliant understanding of stakeholder engagement and a passion for communication. You will have an acute business acumen having had exposure to developing communications plans and ensuring that these are implemented in a way that uplifts the customer’s experience. You will also have an attention to detail, be data literate and have skills at Senior Level within fast paced Contact Centre environment.

In addition, you will have;
- 5-7 years’ experience leading an operational leadership team
- Ability to think ahead and future-plan
- Strong time management and ability to delegate effectively
- Ability to motivate and engage a team to deliver outcomes
- Ability to influence, mentor, and teams to be high performing whilst having fun and inspiring their own teams
- Strong analytical skills, to identify trends and use data, develop management strategies, and execute business decisions
- Ability to think strategically and strong change management skills to achieve business outcomes

**The Perks**

We work hard and play hard, so along with a very competitive salary and generous performance-based bonus, we will also provide you with:

- 25 days annual leave (a whole extra week of holidays)
- Genuine flexible working policy with an $500 work from home office allowance
- Best in class Parental Leave program with 6 months paid leave for Primary Carers and Circle In membership
- Discounted gym memberships, free breakfast and loads of event and conference tickets
- TV screens in the office constantly playing live sports, matches and races
- Weekly concierge service including free massages, manicure/nail appointments - all onsite
- Daily fresh fruit, sparkling water and Kombucha on tap FREE in the office (did we mention we have a bar fridge for Thursday night drinks?)
- Access to Headspace App and an employee assist program
- Free merch
- Tailored career development programs, as well as a commitment to developing Thought Leader and Specialist Talent programs

We’re a flexible, progressive, open-minded, and inclusive employer who welcomes you for who you are, as you are
- that’s why we assess behaviours, learning agility and expertise to ensure all types of experiences are considered for our roles.