Customer Operations Enablement Manager

3 days ago

Melbourne, Australia Tes Global Full time

We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
We are looking for a Customer Operations Enablement Manager who will be the key leader in the Tes Customer Operations APAC team, responsible for driving operational uplift across people, process, and digital systems.
This role will coordinate transformation initiatives, embed a culture of high performance, and ensure operational readiness for scale. It is both strategic and hands-on, with a mandate to deliver measurable improvements in efficiency, culture, and customer experience.
**Key Responsibilities**:

- Change Leadership - Drive transformation programs (e.g., test and learn pilots, operating model rollout, system integrations) 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 behaviours.
- Operational Excellence - Lead process improvement, workflow redesign, and service efficiency initiatives using data-driven methodologies (Lean/Six Sigma mindset).
- Digital Transformation - Partner with Product, Technology, and Engineering to align systems and tools (Freshdesk, Salesforce, Jira, etc.) 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.

What are we looking for?
- Proven track record (5+ years) leading transformation and/or operational excellence programs
- Experience in customer operations, professional services, or technical services functions
- Strong background in driving cultural and behavioural change within teams
- Exposure to digital transformation and SaaS/tech-enabled environments
- Comfortable engaging with senior stakeholders, influencing across functions
- Strong stakeholder management and influencing skills
- Ability to translate strategy into practical action and measurable outcomes.
- Change management principles and frameworks (e.g., Kotter, Prosci)
- Continuous improvement methodologies (Lean, Six Sigma)
- Metrics and dashboards to drive operational decision-making
- Understanding of SaaS operations, customer support, or technical service environments
- Familiarity with software debugging, system integration, and configuration management
- Understanding of support operations, SLA management, and customer satisfaction metrics

Being part of the Tes team will offer you a rewarding experience including:

- Flexibility and hybrid working environment for work-life balance
- Extra week annual leave - that's 26 days/year to enjoy
- Personal and professional development opportunities with learning allowances
- Working with a friendly and supportive team where our colleagues care as much as we do
- Enhanced Paid Parental Leave
- Retail/local area shopping discounts program
- State of the art city centre offices
- EAP (Employee assistance programme)
- Monthly Tes Social events
- Access to an extensive Learning and Development menu

This role is based working from our Hawthorne office. It’s a hybrid position - working 3 days from the office and 2 days from home.
If you are eager to make a meaningful impact on education and believe you have the enthusiasm and skills to be successful in this role, we invite you to join us at Tes.

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