Assistant Operations Manager

**We are Woolworths Group**

Woolworths Group (Australia and New Zealand’s largest retailer) launched Woolworths Market Plus (WMP) in October 2023. WMP is a curated customer destination that brings together our trusted marketplace ecosystem, comprising three core banners: Big W Market, MyDeal and Everyday Market.

WMP provides one door for our sellers to both sell and manage products across our marketplaces. We continue to grow, and operate primarily across three hub locations: Melbourne, Sydney & Manila.

**Assistant Operations Manager (AOM) - CX Performance**
- A dynamic start-up culture within Woolworths Group
- Melbourne CBD based with hybrid working flexibilityAwesome opportunity to join a business on a huge growth trajectory.

**What you'll do**
- Fulfillment Monitoring & Optimisation: Monitor key metrics to ensure timely order fulfillment and delivery by sellers, developing workflows for efficient exception handling and collaborating with tracking providers to optimise tracking data.
- Seller Support & Communication: Manage the Seller Help Centre content, ensuring it's up-to-date and accessible. Lead and mentor a team of overseas Seller Support agents.
- SLA Compliance & Performance Management: Ensure sellers comply with Service Level Agreements (SLAs) by identifying, reporting, and addressing breaches according to the Seller Compliance Framework. Partner with sellers to enhance their performance through feedback and training.
- Proactive Issue Resolution: Proactively identify, document, and address potential seller issues.Data-Driven Improvement: Leverage data and analytical tools to identify areas for improvement in seller operations and support processes.

**What you'll bring**
- Highly Organised & Detail-Oriented: Demonstrates strong initiative, exceptional attention to detail, and excellent organisational and time management skills.
- Strong Communication & Interpersonal Skills: Exhibits outstanding written and verbal communication skills and thrives as a collaborative team player.
- Problem-Solving & Analytical Abilities: Capable of diagnosing and resolving client issues effectively. Skilled in data analysis, developing actionable plans, and executing them successfully.
- Technical Proficiency: Proficient in Microsoft Excel and Google Sheets (intermediate knowledge is a plus) with familiarity in e-commerce technical requirements highly desirable.Proactive & Independent: Takes initiative, operates with a high level of autonomy, and is open to working onsite.

**What you'll experience**
- Work in a dynamic and inclusive start-up culture with passionate people that collectively possess over 100 years of eCommerce experience.
- Excellent equipment provided including sit/stand desks, powerful laptop and dual 4K monitors with full motion stands.
- Health & wellbeing program and 12-weeks paid parental leave policySwanky office on Collins St. Did we mention the snacks?

**Endless possibilities with Woolworths Group**

We’re a proud part of the Woolworths Group - 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose - ‘to create better experiences together for a better tomorrow.’

Here you’ll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

**Everyone belongs at Woolworths Group**

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.