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Head of Customer Operations - APAC

Naviam
Melbourne VIC

Quick Apply

Job Details

Qualifications

Incident response
ITIL
B2B
SaaS
AI

Full Job Description

Head of Customer Operations - APAC

Position Location: Melbourne, Australia (Hybrid)

Reporting to: Sasri Murray, Global Head of Customer Operations

Overview

We’re looking for a hands-on Head of Customer Operations to lift performance across Support, Professional Services and Customer Success in APAC, bringing the governance, consistency, and customer-first discipline required for our high performing technical team to scale with confidence.

How we work: OneNaviam | Go Beyond | Be Excellent | Win Together

Why Naviam

Join a global leader in Enterprise Asset Management (EAM) software and an IBM Premier Partner
High-growth, profitable business (10x growth in 4 years) with a strong delivery culture
Work regionally across APAC (Australia, NZ, Singapore, Malaysia, Hong Kong, and Macau) with a truly global team

The opportunity

You’ll own Customer Operations across APAC (Support, Professional Services, and Customer Success), bringing strong governance, workforce planning and performance rhythm
You’ll partner with Team Leads to align people, process and tools so that delivery is consistent, scalable and customer-first
You’ll help shape how we run Customer Success in APAC, embedding scalable frameworks that drive adoption, retention, and expansion while lifting the overall customer experience

What you’ll be great at

Own APAC service governance end-to-end: prioritisation, SLAs, escalation paths, service reporting and quality assurance
Drive continuous improvement and smart automation to lift customer experience, quality, and throughput with a focus on making governance feel like an enabler, not overhead, for a technical team
Make capacity predictable: run forecasting, allocation and utilisation so the right people are on the right work at the right time
Coach and develop a high-performing, customer-centric team: clear expectations, feedback loops and growth plans
Be the APAC voice in global Customer Operations and Customer Success—adopt what works, improve what doesn’t, and share local insights
Lead cross-functional alignment on escalation paths and incident response

What you’ll bring

Proven experience leading service or customer operations teams in a B2B environment (SaaS/tech preferred), ideally with exposure to technically sophisticated support and delivery teams
Building governance that sticks: SLAs, incident/escalation management, reporting cadence and quality control
Forecasting, capacity planning and utilisation management, and using data to make trade-offs visible
Working knowledge of ITIL (Incident/Change/Problem) and strong delivery fundamentals
Strong stakeholder management—able to influence across Sales, Delivery and global leadership
A practical, data-led approach; confident turning metrics into action
Curiosity about automation/AI and a bias to simplify, without compromising customer outcomes
Change management capability, where you can embed new ways of working in teams with strong existing culture and high technical standards
Melbourne-based (hybrid) with occasional travel within Australia and internationally

What success looks like (first 6–12 months)

Service performance is visible and reliable: clear dashboards, predictable cadence, and SLAs consistently met
Escalations are handled fast and well, and the root causes are addressed so issues don’t repeat
Capacity and utilisation are under control, with fewer surprises and better delivery predictability
Customer Success ways of working are embedded across APAC, lifting adoption, retention signals and customer outcomes
The team has embraced the governance and operational frameworks where they are working smarter, not harder

Interested? Share your CV and a short note on the service operations problems you love solving.

Quick Apply

Refine Your Search

head of operations jobs in hawthorn east vic

Head of Customer Operations - APAC

Head of Experiences

Head of EHSW ANZA

Chief Information Officer

Head of People and Capability Stores, Store Operations & Safety (12 Month FTC)

VIC General Manager

Head of People & Culture

Head of Operations, AFC

Head of Digital Services

Chief Operating Officer (COO)

Head of Member Operations

Head of Technology - Modern Workplace

Head of Operational Excellence

Information Systems Co-ordinator

Head of Strategic Sourcing

Head Of Investigations Services

Head of PMO

Head of Technology Operations

Head of People and Culture

Office Manager

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