Head of Customer Operations | 12 Month Contract

What you'll be doing:

• Customer Experience & Loyalty Strategy: Own and evolve our customer experience strategy, ensuring we continue to deliver a consistent, high-quality experience at every touchpoint.
• Operational & Team Leadership: Create a high-performing culture built on accountability, collaboration and continuous improvement.
• Cross-Functional Collaboration: Partner closely with Sales, Buying and Production teams to create aligned, seamless processes that improve the end-to-end customer experience and proactively remove customer pain points.
• Coaching and developing: Mentoring leaders and team members to foster a culture of accountability, ownership, and continuous improvement.
• Data & Reporting: Own operational reporting and customer experience metrics, using insights across NPS, customer feedback, service performance and efficiency measures to drive improvements.

What we’re looking for:

• Experience leading customer operations, customer experience or service delivery functions within a scaling business.
• A genuine passion for coaching, developing talent, and building a culture of shared accountability and continuous improvement.
• A track record of improving operational processes while maintaining an exceptional customer experience.
• Excellent stakeholder management skills and the ability to build strong relationships across the business.

What's in it for you?

• Join our high-performing, forward-thinking team and help shake up car buying and selling in Australia.
• We love social events, from parties to go-karting and bake sales, there’s something for everyone.
• We wouldn’t be a car business if we didn’t give you some $$ off our Carma cars, parts and NRMA cover.