Chief Operating Officer

Executive opportunity to drive operational performance and innovation
Ensuring exceptional customer outcomes
Hobart-based executive role
Aurora Energy is Tasmania's 100% local energy retailer, proudly providing electricity and gas to homes and businesses across the state. Committed to delivering practical, customer-focused energy solutions, Aurora goes beyond being just a retailer-we're deeply invested in Tasmania's future. Passionate about our community and the environment, we proudly support local initiatives and renewable energy projects that create real, positive change for Tasmanians across the island.
As the Chief Operating Officer, you'll champion Aurora Energy's values as a strong customer advocate and leader of Aurora Energy's core customer operational business unit, Customer Success, responsible for the end-to-end customer lifecycle for residential and small business customers. You will lead a team across call centre, billing and credit, reporting and analytics and operational performance, encompassing frontline customer operations, credit management, business improvement, resource planning and reporting, customer advocacy and metering delivery. Under your leadership you will be accountable for all aspects of the customer connection to collection processes including ensuring the provision of a high level of customer experience meeting regulatory and market needs.
Key to your success in this role will be your ability to partner with the Chief Digital Transformation Officer and Chief Customer Officer to identify opportunities for efficient, innovative and customer-centric services that retain profitable market share and exceed evolving customer expectations. In addition, you will be a valued member and key contributor to the Aurora Leadership Team (ALT) whereby you actively envision Aurora Energy's future, as well as play a key role in leading Aurora Energy's operations and strategic initiatives. You will role model 'We get Tasmanians' as you advocate for and lead a customer focused team to drive, support and promote an exceptional customer experience that is contemporary and continuously improving.
To be successful in this role, you will be an experienced leader who has successfully led cross-functional operational customer teams to deliver on customer transformation and operational performance. You will bring experience in contemporary retail operations, delivering valuable customer experience in highly competitive and regulated markets. You will have a track record of developing and optimising large customer focused operational teams, with a key leadership role engaging across a business to drive and execute on enterprise-wide strategy. You will be a collaborative leader with expertise in customer operations, billing, digital, technology and data to enable improved business and customer outcomes and operational cost control.
Recognised for your people centred leadership, commercial acumen, innovative thinking and ability to influence, and enhance capability across your team, you will operate as a collaborative leader with your internal and external stakeholders. You will be an experienced change agent who has a track record for delivering efficiencies and innovation. Experience in the retail energy sector would be highly regarded, not essential.
Your customer first approach, forward thinking mindset, and 'together we thrive' mindset will be the driving force behind your success in this critical executive leadership role with Aurora Energy.
To view the Success Profile for this opportunity, please copy and paste the following link into your browser: apply, please click 'apply now' and upload your Cover Letter and CV. For any questions not outlined in the Candidate Pack and for a confidential discussion, please contact Aleisha Cajaglis on or Anthony Grey on .
Davidson acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do. Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
Applications close on Monday 15th September.
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