In-Demand Senior manager support operations Jobs in Sydney Nsw

Senior Manager, Support Operations
Shippit —Sydney NSW
- Full-time
- AI
- Communication skills
- Parental leave
Senior Manager Precinct Operations
Property Workplace & Development —Sydney NSW
- $149,739 - $173,174 a year
- Full-time
- No degree
13d
Operations Manager (Cleaning)
SKG Services Pty Ltd —Miranda NSW
- $79,453.37 - $120,000.00 a year
- Full-time
- Supervising experience
- Cleaning
- Computer skills
- Travel reimbursement
Quick Apply
Senior Project Manager
Standards Australia —Sydney NSW
- Full-time
- PMP
- Analysis skills
- Agile
Quick Apply
Strategy & Operations Senior Manager, Australia
Whatnot —Sydney NSW
- $204,000 - $240,000 a year
- Full-time
- Remote
- Data analysis skills
- SQL
- Analysis skills
- Health insurance
- Dental insurance
Senior Workplace Services Manager
NSW Department of Communities and Justice —Sydney NSW
- $133,348 - $146,945 a year
- Full-time
- Office
- Microsoft Office
- No degree
- On-the-job training
- Employee assistance program
13d
Education & Operations Manager
Alliance Française de Sydney —Sydney NSW
- Full-time
- CRM software
- Management
- Customer service
Quick Apply
Senior Workplace Services Manager
Crown Solicitor's Office —Sydney NSW
- $129,464 - $146,945 a year
- Full-time
- Office
- Microsoft Office
- No degree
- On-the-job training
- Employee assistance program
13d
Senior Manager, Integrated Operations Center – APAC
IREN —Sydney NSW
- Full-time
- Management
- Computer Science
- Bachelor's degree
- Annual leave
Contract Officer
MDR Cleaning Services Pty Ltd —Arncliffe NSW
- $75,000 - $85,000 a year
- Full-time
- Organisational skills
- In-person
- Leadership
Quick Apply
11d
Senior SEO Manager
Omnicom Group —Sydney NSW
- Full-time
- Employee assistance program
Operations Support Manager (Multi‑Venue Operations)
Bankstown Sports Club —Bankstown NSW
- Weekend availability
- Hospitality
- Leadership
- Annual leave
Quick Apply
Corporate Services Manager
AI Talent —Sydney NSW
- $70,000 - $120,000 a year
- 8 hour shift
- Hybrid work
- Management
- Administrative experience
- Budgeting
- Work from home
Quick Apply
Senior Director, Global Professional Services Operations
Genesys —Sydney NSW
- Full-time
- Hybrid work
- Master's degree
- Bachelor's degree
- Business Administration
Account Manager
Beevo Pty Ltd —Greater Sydney NSW
- From $110,000 a year
- Full-time
- Hybrid work
- CRM software
- Management
- Sales
Quick Apply
Practice Manager / Senior Team Support Officer
Beneco —Rhodes NSW
- Full-time
- Microsoft Office
- Administrative experience
- Leadership
Quick Apply
Manager, Regulatory Operations
NSW Health —St Leonards NSW
- $149,739 - $173,174 a year
- Temporary
- Administrative experience
- Analysis skills
- Supervising experience
9d
Corporate Services Manager
Granada Wealth Advisory —Balmain NSW
- $79,499 - $110,000 a year
- Full-time
- Analysis skills
- Bachelor's degree
- Financial services
- Work from home
- Opportunities for advancement
Quick Apply
RTO Manager
Thales —Homebush NSW
- Full-time
- Microsoft Office
- Administrative experience
- Leadership
- Employee discount
- Gym membership
Senior Manager, People Partnering, Customer Experience and Operations
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Human resources
- Financial services
- AI
Quick Apply
1d

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senior manager support operations jobs near sydney nsw

Senior Manager, Support Operations

Shippit -
Sydney NSW

Apply Now

Job Details

Permanent | Full-time

Benefits

Parental leave

Qualifications

Incident management
Logistics
E-commerce
Quality assurance
Zendesk
SaaS
AI
Communication skills

Full Job Description

A LITTLE ABOUT US

Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving scaleup with the security of impacting a growing industry that needs some love and attention.

THE ROLE

This role leads the engine room of Shippit’s customer support operation, managing our offshore human team and our emerging Agentic AI workforce as a single, unified service delivery function. As a hands-on contact center specialist, you will drive daily operational rigor across all core metrics—including CSAT, speed, resolution, and backlog—by diving deep into the queues and data. What sets this role apart is the AI dimension: you will lead and govern the Agentic AI workforce as a direct extension of the human team, setting quality standards, monitoring for drift or hallucination, and optimizing human-to-machine collaboration. This is a frontier position designed for an operationally rigorous leader ready to define best practice for the future of blended customer support.

DAY TO DAY

Offshore & BPO Operations

End-to-end performance of the offshore support team: SLA adherence, CSAT, resolution rates and quality scores
BPO partner governance — contracts, service reviews, escalation frameworks and continuous improvement
Rostering, capacity planning and real-time queue management

AI Workforce Management

Lead the Agentic AI workforce like a team — set standards, monitor performance and hold it accountable
Build and maintain a QA framework covering hallucination, drift and human escalation triggers
Partner with Business Systems & CX (AI) to feed operational insight back into agent configuration

Blended Workforce Strategy

Define which interactions go to AI, which go to humans, and where they work together
Own unified reporting that makes both workforces visible and measurable

Customer & Stakeholder

Surface VOC insights to drive process improvement and close the loop with Product
Front high-stakes merchant escalations directly

WHAT YOU BRING

5+ years leading customer support or contact centre teams, with at least 2 years managing offshore or BPO operations directly.
Deep expertise in contact centre KPIs and performance management – you think in terms of FCR, AHT, CSAT, SLA adherence, occupancy and throughput, and you manage to them daily.
Proven track record managing Team Leads and building team culture in distributed or remote-first environments.
Hands-on experience with CX and support tooling (e.g. Zendesk, Intercom, Freshdesk) including configuration, reporting and workflow design.
Exposure to or strong curiosity about AI-assisted support operations. You do not need to have built AI agents, but you need to understand how to lead, measure and quality-assure them.
A bias for data. You live in dashboards, spot trends early and make decisions based on what the numbers tell you – not intuition alone.
Strong communication skills – able to manage BPO relationships with commercial rigour and brief senior stakeholders with clarity and precision.
Experience with incident management and cross-functional escalation in a SaaS or technology environment.
Comfortable with ambiguity. The blended human + AI workforce model is still emerging – you will be defining the playbook, not following one.

SaaS, logistics or ecommerce industry experience is highly valued. Experience with AI quality assurance frameworks is a strong differentiator.

LIFE AT SHIPPIT

Remote - ability to flex and balance your working week from your home.
We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan
Family & paw friendly - generous parental leave policy and pet friendly office
Be healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities
Be comfortable - Casual Friday everyday!
We love to have fun - Team outings, weekly lunches, team events, loaded pantry and the list goes on…

FEEL VALUABLE

Join our high-performance culture at Shippit where you can make a difference. We’re on a mission that needs the right #goodhumans to help make ship happen!

Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day.

We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #6 Best Place to Work by AFR in 2023. It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.

Watch this - Culture at Shippit

Our recruitment process - we don't like to complicate things

Phone screening - nice and simple to start, let’s get to know each other.
Hiring Manager Interview - met your potential new manager.
Technical/ Functional Interview - let your skills do the talking.
Values Interview - are you aligned in how your approach your work?

Get in touch

Apply now, and let's create something extraordinary!

Apply Now

Refine Your Search

senior manager support operations jobs in sydney nsw

Senior Manager, Support Operations

Senior Manager Precinct Operations

Operations Manager (Cleaning)

Senior Project Manager

Strategy & Operations Senior Manager, Australia

Senior Workplace Services Manager

Education & Operations Manager

Senior Workplace Services Manager

Senior Manager, Integrated Operations Center – APAC

Contract Officer

Senior SEO Manager

Operations Support Manager (Multi‑Venue Operations)

Corporate Services Manager

Senior Director, Global Professional Services Operations

Account Manager

Practice Manager / Senior Team Support Officer

Manager, Regulatory Operations

Corporate Services Manager

RTO Manager

Senior Manager, People Partnering, Customer Experience and Operations

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