Our Client

Our client is a growing ASX-listed technology company delivering advanced safety and monitoring solutions to customers globally. With operations across Australia, North America and Europe, the business provides real-time services that help organisations improve safety, performance and operational outcomes.

As the company continues to scale globally, they are investing in the next phase of their Customer Experience Centre, focused on operational excellence, innovation and scalable service delivery.


The Opportunity

This is a senior leadership opportunity to lead a global 24/7 customer operations and service delivery function.

You will oversee a geographically distributed team responsible for real-time event monitoring and customer support services across multiple regions. The role will play a critical part in evolving the operating model, improving service delivery performance and building a high-performing global team.

Key responsibilities include:

• Leading a global customer experience / service operations centre
• Managing high-volume customer operations and service delivery
• Developing and implementing service level agreements (SLAs) and performance frameworks
• Driving operational improvement and service transformation initiatives
• Implementing best-practice workforce management, rostering and capacity planning
• Leveraging data, automation and analytics to improve service performance
• Partnering with product, technology and commercial teams to enhance customer outcomes

About You

You are a proven customer operations or service delivery leader with experience managing high-volume service environments.
You will likely bring:

• Leadership experience within contact centres, service delivery or customer operations environments
• Experience managing 24/7 or globally distributed operations
• Strong knowledge of service operations, workforce management and operational metrics
• A track record of improving operating models and driving operational excellence
• Strong stakeholder engagement and leadership capability
• A data-driven and customer-focused approach to service delivery

Experience within technology services, telecommunications, SaaS or managed services environments will be highly regarded.