Initiative Operations Lead

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

Our purpose is to connect every Australian to a sustainable future

It’s an incredible time to be joining our company as we chart a course to net-zero for the millions of Australian homes and businesses we serve.

The Emerging Business team is here to develop new products and businesses that grow AGL and protect the planet

We’re an eclectic team of entrepreneurs, designers, strategists, engineers, product and commercial specialists, on a mission to design and realise Australia’s low carbon future. We want to make it easy for Australians to get behind the wheel of an electric car and to take the complexity out of transitioning their homes and businesses to clean and smart energy. We approach our problems like a start-up - building and testing around our riskiest assumptions. We seek purpose and profit. We work on things that are good for the world. Our bridge to success is a business or product with good margins and growth potential, so it can sustain itself and create impact at scale.

The Initiative operations lead drives the operations and customer success for initiatives within the Emerging Business team.

Reporting to the Operations and Customer Success Manager - Emerging Business, you’re a key member of the team who is customer obsessed, self-motivated and driven to constantly improve and simplify operations whilst keeping customers satisfied. You’re accountable for driving efficient operations, processes and customer experience of our emerging businesses and products.

You’d make a 10x impact on our team by
- Operating with a lean, agile mindset the role will be responsible for accelerating delivery of the incubation operations.
- Supporting the design and capability of the MVP driving customer experiences that help increase in customer satisfaction.
- Ensuring all customer data is accurately recorded in CRM tools supporting effective workflow management.
- Proactively identify experiment opportunities to test new workflows or solutions for customers to sign up, troubleshoot faults or improve willingness to pay for the service and prepare the business for scale.
- Ensuring that all regulatory and compliance requirements are met, complimented with a strong NPS score.
- Run incubation operations as required, supporting process analysis and design/redesign in conjunction with Initiative Leads, Product Managers, EIRs and any other relevant stakeholders.
- Use customer research to identify problem areas and work with marketing and product teams to solve and deliver high impact solutions
- Facilitating the reporting and delivery of key performance metrices within incubations.

Things we think will help you thrive in this role:
You’re clear on your why. Our team works in a messy entrepreneurial environment, things change a lot. Part of the fun and the challenge is staying the course, finding a way, even when we have setbacks and frustrations.

You love the craft of operational success. Looking in, we need clear shared language on the problems we’re solving and what the data is actually telling us. Looking out, we need compelling and clear processes and tools to help us achieve success.

You believe that data trumps opinions. You have an analytical mindset, are comfortable with metrics, performance monitoring, reporting and budget management

You have a positive attitude. You have a willingness to learn and welcome feedback with open arms. You’re happy to roll your sleeves up and have a sense of humour about it all.

You enjoy setting ambitious goals and tenaciously work towards them with a sense of urgency.

Please keep reading - Diversity is merit

Our team is made up of people from all walks of life. It’s important to us that we create a place where you can bring your whole self to work. AGL has a wide range of ways to support you to reach your potential including:
- Driving considered, careful and compassionate engagement with the indigenous owners of Australia through our- reconciliation action plan
- ,- flexible working across all roles in our team,- industry leading leave policies like 20 weeks paid leave for new parents and 6 weeks paid leave for gender affirmation,- volunteering days to give back to the community,- networks like AGL Shine, AGL Families, AGL Cultures and AGL Abilities to connect and support you to peers,- leadership programs to support culturally and linguistically diverse team members find their voi