Customer Operations Manager

2 weeks ago

Kewdale, Western Australia PACVAC Full time $80,000 - $120,000 per year

Customer Operations Manager

Kewdale, WA | Full-time

About Us

Pacvac is a proudly WA-headquartered manufacturer with a global footprint, recognised for innovation and quality. With our customer base continuing to grow, we're seeking a motivated Customer Operations Manager to help us deliver consistent, first-class service at every touchpoint.

About the Role

Reporting to the Head of Sales & Marketing, you'll take ownership of the customer journey, ensuring seamless experiences from onboarding through to post-sales support. You'll lead a small team while also remaining hands-on — engaging directly with customers every day, supporting their needs, resolving issues, and turning their feedback into actionable improvements.

Key Responsibilities

  • Speak directly with customers on a daily basis to manage onboarding, resolve queries, and capture feedback.
  • Manage customer interactions and records via CRM (HubSpot/Pronto), ensuring accurate and timely resolution.
  • Map and enhance the customer journey, embedding best-practice customer success processes.
  • Analyse CX metrics (NPS, CSAT, FCR, etc.) to report on performance and identify opportunities for improvement.
  • Collaborate across Sales, Marketing, Product and Operations to align service delivery.
  • Identify upsell/cross-sell opportunities, linking customer success to growth.
  • Coach and support two direct reports while staying engaged in day-to-day delivery.

About You

  • Experience in customer operations, account management, or service delivery (SaaS, product-based or manufacturing environments desirable).
  • Proficient with CRM systems (HubSpot/Salesforce) and confident with reporting and analytics.
  • Excellent communication skills — comfortable talking with customers daily and representing their voice internally.
  • Able to balance strategic mindset with hands-on execution.
  • Adaptable, proactive and motivated to create real impact in an SME environment.

Why Join Pacvac?

  • Be part of a WA success story with global reach.
  • Work in a small, collaborative team where your input matters.
  • Enjoy variety — combining leadership, strategy, hands-on delivery, and customer interaction.
  • Grow with us as we continue to expand globally.
  • We offer a wellness program, wellbeing days, fully stocked snack bar, free fruit, regular lunches.

Apply now to shape the customer success journey at Pacvac and make a meaningful impact.

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