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Manager, Customer Experience Operations

2 weeks ago

Sydney, New South Wales, Australia Zip Co Full time $120,000 - $180,000 per year
  • Lead a team of leaders in a high-performing contact centre environment.
  • Shape our customer experience and influence a culture of continuous improvement.
  • A flexible role based in our Sydney office.

Write your story with a career at Zip
Be a part of the team responsible for attracting, developing, inspiring and empowering our Zipsters, helping them to excel in their careers at Zip. With a track record of creating memorable experiences along the end-to-end employee lifecycle, our Customer Experience team thrives on using data, creativity and technology to deliver game-changing outcomes that build trust with a diverse range of internal and external customers.

What You'll Own
As the Manager, CX Operations, you will provide strong leadership and support to a team of Team Leaders, empowering them to build and lead high-performing teams. You will be accountable for the overall performance of the contact centre, ensuring an engaged and productive workforce.

This includes:

  • Leading and coaching Team Leaders to effectively manage their teams and meet performance targets.
  • Owning the daily performance of the contact centre, ensuring key metrics and service levels are consistently high.
  • Fostering a high-performance culture by leading with a focus on accountability and continuous improvement. We want a leader who can not only manage but also elevate their team's performance.
  • Partnering with the Senior Manager of Optimisation to manage workforce resourcing in line with budget and operational needs.
  • Proactively identifying and mitigating operational risks, ensuring compliance with industry regulations.
  • Championing a "customer-first" mentality and advocating for the voice of the customer across the business.
  • Championing the use of AI and technology to drive operational excellence and boost team productivity.
  • Utilising technology to track and report on key metrics and Service Level Agreements (SLAs).

What You'll Bring To The Team
Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our Values, and have a desire to learn and grow.

So whether you meet some or all of the desirable attributes below, we'd still love to hear from you:

  • Proven leadership experience in a high-volume contact centre or customer service environment.
  • Demonstrated experience managing and mentoring team leaders.
  • A deep understanding of operational excellence and workforce management.
  • Strong analytical skills with the ability to use data to inform decisions and improve processes.
  • Experience with contact centre technologies, such as Zendesk, is preferred.
  • A proactive problem-solving approach and a passion for building teams and developing people.
  • Experience in a fast-paced, tech-first business is highly desirable.
  • A mindset that embraces AI and new tools to adapt, learn and grow.
  • An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.
  • Our values in your DNA: Customer First, Own It, Stronger Together and Change the Game

What You'll Get In Return
As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you'll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You'll also receive:

  • 25 days paid leave annually, including birthday leave and quarterly wellbeing days
  • 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
  • Family support policies including miscarriage bereavement leave and domestic violence leave
  • Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance , and great rates on fitness sessions through ClassPass
  • 2 days paid volunteering leave per year
  • Fee-free Zip products, and discounts with Zip merchant partners (AU)
  • Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

Be a part of a team that reflects the diversity of our customers
We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us
Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We're proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.