Operations Manager

2 days ago

Melbourne, Victoria, Australia Xero Full time

How you'll make an impact

This role is the key driver for operational excellence for the Customer Success (CS) function. As a key member of the CX Project & Readiness team, you will report to the Director of Global CX Projects & Readiness as part of the Customer Growth & Experience Team.

You will be responsible for driving the strategic operations of the CS strategy, acting as the critical connection point between the CS function and the wider Projects team. Your goal is to help mature the function, moving it from a project-based footing to a sustainable, Business As Usual (BAU) operation with a strong end-to-end (E2E) focus.

You will focus on continuous improvement, operational readiness, and performance monitoring for CS. A key part of your role will be to partner with CS leadership to drive and embed change, ensuring the team is equipped and enabled to adopt new processes, tools, and methodologies, including the practical application of AI-driven solutions to boost productivity and effectiveness.

What you'll do
  • Drive CS Operational Strategy: Act as the primary operational partner for the Head of Customer Success, helping to drive the strategic operations and day-to-day operational rhythm of the CS function. Focus on workflow management, performance against key metrics, and identifying E2E friction points.
  • Embed Continuous Improvement: Proactively identify, analyze, and implement process improvements to enhance efficiency, scalability, and customer outcomes. Champion a culture of operational excellence and data-driven decision-making.
  • Monitor & Drive Performance: Establish, track, and report on key operational metrics and CS-related KPIs. Provide actionable insights and data-driven recommendations to leadership to drive a strong results and delivery focus.
  • Enable Change Adoption: Partner with CS leaders to implement and embed functional changes. Develop and execute operational readiness plans—including documentation, system configuration, and communication—to ensure high adoption and seamless transitions from projects to BAU.
  • Champion AI & Technology: Actively research, pilot, and deploy AI tools and other technologies to optimize CS operations, improve team productivity, and enhance the customer experience.
  • Manage Operational Readiness: Own the operational readiness framework for the CS team, ensuring all processes, documentation, and systems are robust, scalable, and support BAU excellence.
  • Stakeholder & Comms: Act as the primary operational liaison between the CS function and the central CX team, managing communications and reporting on operational performance, risks, and improvement initiatives.
What you'll bring with you
  • Proven experience in an Operations Management role, preferably within a SaaS or tech environment.
  • Experience working directly with or in a Customer Success function.
  • Demonstrable experience in process improvement, operational readiness, and driving continuous improvement cycles.
  • Experience in supporting leaders to drive and embed change, including internal communications and readiness planning.
  • Practical experience with, or a strong passion for, leveraging AI and automation tools to drive operational efficiency.

  • Account Manager

    1 week ago

    Melbourne, Victoria, Australia Cleanaway Operations Pty Ltd Full time

    About UsJoin us at Cleanaway and contribute to making a sustainable future possible, together.We transform waste into resources and renewable energy.  When you start to think of waste as a resource, it opens a world of possibilities. As a high growth, ASX listed organisation with over 10,000 employees, our goal is to be recognised by our customers as the...

  • State Manager

    1 week ago

    Melbourne, Victoria, Australia Cleanaway Operations Pty Ltd Full time

    About UsJoin us at Cleanaway and contribute to making a sustainable future possible, together.We transform waste into resources and renewable energy.  When you start to think of waste as a resource, it opens a world of possibilities.As a high growth, ASX listed organisation with over 10,000 employees, our goal is to be recognised by our customers as the...

  • Supply Chain Manager

    1 week ago

    Melbourne, Victoria, Australia IXOM Operations Pty Ltd Full time

    IXOM plays a vital part in the lives of tens of millions of people every day. We're the experts behind the scenes, ensuring safe and reliable access and helping industries, businesses, and local communities thrive.Our products, services and solutions are used across many end markets, including dairy, agriculture, viticulture, electricity, steel, food and...

  • Business Development Manager

    1 week ago

    Melbourne, Victoria, Australia IXOM Operations Pty Ltd Full time

    IXOM plays a vital part in the lives of tens of millions of people every day. We're the experts behind the scenes, who ensure safe and reliable access and help industries, businesses and local communities to thrive.Our products, services and solutions are used across many end markets, including dairy, agriculture, viticulture, electricity, steel, food and...

  • Operations Manager

    2 weeks ago

    Melbourne, Victoria, Australia Larsen & Toubro Limited At Talegaon Full time

    Role Description: Operations ManagerAnOperations Manageris responsible for overseeing and optimizing the daily operations of an organization, ensuring that business processes run smoothly and efficiently. This role involves managing teams, improving operational procedures, ensuring product or service quality, and working closely with other departments (such...

  • Operations Manager

    6 days ago

    Melbourne, Victoria, Australia Johnny Gio's Pizza Full time

    Johnny Gio's Pizza is renowned for serving authentic, handcrafted pizzas made from the freshest ingredients, creating a beloved and vibrant fast paced Italian-inspired experience.With a strong presence in the Sydney food scene and an ever-growing social media following, we are passionate about our brand and our people.As we prepare to expand across...

  • Operations Manager

    4 days ago

    Melbourne, Victoria, Australia Searchability® Full time

    Operations Manager2+ years' experience in a compliance or operations roleExperience within fintech and remittance, ideally with SMEs and individual clientsOnsite role - offices in the CBD$90K-140K DOEFor any further details or a more personalised application please email What you'll be doing...You'll manage and optimise day-to-day remittance operations,...

  • Operations Manager

    1 week ago

    Melbourne, Victoria, Australia Evolution Trustees Limited Full time

    About Us:At Evolution Trustees, we're a rapidly growing corporate trustee offering a wide range of fiduciary services to major domestic and international institutions, including pension funds, asset managers, insurance companies, banks, and property investment firms. We partner with leading lawyers, fund administrators, and advisors to deliver solutions and...

  • Operations Manager

    1 week ago

    Melbourne, Victoria, Australia Searchability® Full time

    Operations Manager – Fintech / Remittance2+ years' experience in an operational roleExperience within fintech, remittance or similar sectors is essentialOnsite role - offices in the CBDUp to $100K+super DOEHands-on leadership role where you'll driveOperational efficiencyA key focus of the role is onboarding new remittance partners and business clients ,...

  • IT Operations Manager

    1 week ago

    Melbourne, Victoria, Australia Scalene Full time

    Partnering with retail clients globally, Scalene provides software solutions and services that maximise the performance of retail spaces. Through our unique Retail Space Intelligence capability, our platform and tools equip clients with a new level of insight, enabling informed, customer-centric decisions that generate improved business performance. Our...