We are seeking a transformational Head of Customer Operations to lead a high-impact, enterprise-wide function and redefine what world-class customer experience looks like across voice, digital, and emerging AI-enabled channels.
This is a pivotal leader-of-leaders role, responsible for building an integrated, omnichannel Customer Contact Centre (CCC) that delivers exceptional service, drives commercial outcomes, and enables scalable growth across all customer segments. You will play a critical role in shaping the future of customer operations, leading performance, innovation, and cost efficiency across a geographically dispersed workforce.
As Head of Customer Operations, you will own both the strategy and execution of our end-to-end customer operations capability, ensuring a seamless, data-driven experience that empowers customers to self-serve, while delivering high-quality assisted interactions when they matter most. You will identify key customer pain points and partner with cross-functional leaders to resolve issues at their source, while also shaping future customer-facing solutions. This role will establish a continuous improvement cycle that drives NPS uplift and creates meaningful differentiation for Officeworks in the market.
As the Head of Customer Operations, you will:
- Lead a scalable, omnichannel Customer Contact Centre (CCC) across all segments
- Manage key third party partners to drive performance and productivity
- Lead the development of the customer service and insights strategy
- Champion a customer-obsessed culture across teams and partners, identifying and resolving root causes of customer friction
- Set and execute Customer Service strategy aligned to business goals
- Standardise processes, policies, and knowledge management
- Enhance contact centre tech (chatbots, messaging, self-service), driving adoption of emerging tech, including GenAI
- Use data to lift productivity, conversion, and revenue
- Own commercial and contractual outcomes with partners
- Lead governance forums to enable insight-driven decisions, ensuring compliance, risk management, and data protection
