Online Orchestration Team Manager

2 weeks ago


Brisbane, Queensland, Australia Super Retail Group Full time

**ABOUT US**
- Super Retail Group is one of Australasia's largest leading retailers, with iconic brands including BCF, Macpac, rebel and Supercheap Auto. The talent of our teams and their passion for providing an experience which inspires and enhance our customers' leisure time drives our culture of innovation and opportunity._

**ABOUT THE ROLE** - **6 Month Contract Opportunity**

Managing the Omni Support team, you will be responsible for the end-to-end technical systems required for order completion, including creating learning material and work instructions for technical support teams, and serving as the escalation point for technical support issues.

A key aspect of this role is using data and insights to partner with and influence brand teams. By doing so, you will maintain the integrity, quality, and reliability of systems, driving continuous improvements and lifecycle management in all aspects of order management. Your strategic input will be crucial in enhancing SRG's customer service proposition, ensuring efficiency, safety, and cost-effectiveness.

Key Responsibilities:

- Manage the Omni Support team, overseeing technical systems for order completion.
- Develop learning material and work instructions for technical support teams.
- Serve as the escalation point for technical support issues.
- Partner with and influence brand teams using data and insights.
- Drive continuous improvements and lifecycle management in order management.
- Ensure the integrity, quality, and reliability of systems.
- Enhance SRG's customer service proposition efficiently, safely, and cost-effectively.

Key Requirements:

- Experience managing technical support teams.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Proven track record of driving continuous improvements.
- Strategic thinking and ability to influence cross-functional teams.

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