NSW Operations Manager

6 days ago

Croa New South Wales, Australia Tenacity CX Full time $150,000 - $165,000 per year

Operations Manager – Customer Experience & Service Delivery

Full-time, $130,000 - $150,000 + super

Based in brand-new offices, Cronulla NSW

Are you an experienced operations leader who thrives in a fast-paced, customer-focused environment? We're looking for an energetic and strategic Operations Manager to lead a high-performing team delivering exceptional service outcomes to a portfolio of clients.

The role:

You will oversee the end-to-end service delivery process — from work order management & scheduling to customer communication and KPI achievement.

Leading a team of Team Leaders & Coordinators, you will drive operational excellence, champion customer experience & ensure every client interaction reflects a high standard of quality and care.

Key Responsibilities:

  • Lead & develop an operations team to deliver efficient customer service outcomes
  • Oversee daily scheduling, work allocation & workflow management across key client accounts
  • Ensure contractual KPIs, service levels & compliance targets are achieved
  • Proactively manage escalations and identify opportunities for service improvement
  • Collaborate with internal stakeholders to implement process enhancements & best practice initiatives.
  • Drive a culture of accountability, empowerment and continuous improvement across the operations centre
  • Provide regular reporting, data insights and performance analysis to guide operational decisions

About You:

  • 5+ years' experience managing a busy contact centre
  • Proven success in leading large, high-performing teams
  • Strong stakeholder management with a focus on people development
  • Skilled in operational planning, performance analysis & continuous improvement
  • Strong communication, organisational & problem-solving skills
  • Proficiency in Microsoft Office and experience with CRM & workforce management systems
  • Experience in facilities management, maintenance services a similar operational environment is highly regarded

What is in it for you:

  • A supportive organisation with a focus on innovation & service excellence
  • Brand-new, state-of-the-art offices in Cronulla — enjoy a coastal location with modern facilities
  • Collaborative, high-energy team culture that values initiative & leadership

If you're ready to lead an operations team that delivers real impact while working in a vibrant new environment, we'd love to hear from you.

Apply now and take the next step in your leadership journey.

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