Jobs Operations

Operations Manager

Sydney Full-time

We are looking for an exceptional Operations Manager who will be responsible for managing a team of individuals and will play a role in overall business success.

About The Role

  • Manage and mentor Sydney based team of customer success specialists, technical experts and Makati based Country Manager (with 40+ staff reporting into CM)
  • Maintain relationships with key internal and external stakeholders which provide services essential to the functionality of the team
  • Search for ways to improve our customer experience working with our fantastic team of customer success specialists to provide the best experience to our customers
  • Handle Escalations and customer service with our key account managers
  • Implement changes in process, policy or procedure to improve the business
  • Work closely with our development team and CTO to implement improvements across the business
  • Accurately record and report KPI and SLA metrics in required formats
  • Participate in weekly leadership meetings to provide department updates, issues, challenges and improvements to other departments to ensure the leadership team has a balanced view of the entire operation
  • Strive to display and demonstrate the company values
  • Continuously look for ways to improve existing processes

Requirements

  • 3+ years of experience in an Operations Supervisor (or similar) role, in a similarly fast-paced environment with ever-changing priorities
  • Experience in leading large teams (30+ team members)
  • Digital experience in SEO & SEM is a significant benefit for this role
  • Exceptional written and verbal communication skills
  • The ability to understand key department metrics (KPI’s, SLA’s, productivity) to make staffing decisions
  • The ability to professionally resolve a conflict between team members, ensure that all parties are given fair and equal treatment, and the opportunity for a fair outcome
  • Experience in managing an offshore team is a plus

Benefits

  • Based on a cool Pitt Street CBD office
  • Awesome company culture, regular lunches & team events
  • Lot’s of snacks and food provided in the office
  • Work with innovators pushing boundaries in the industry
  • Be recognised for your fantastic work
  • Massages!
  • Supporting our community activities throughout the year

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