Job Advertisement: Operations Manager

Location: 3 Spring Street, Sydney, NSW
Job Type: Full-Time
Salary: Competitive, Based on Experience

About Us:
365 Assistance is a technology company who has Roadside Assistance as our core product. Our range of products continually evolves to make sure we exceed the ever-changing needs of car owners and our clients. With a strong track record of innovation and strategic partnerships with global brands, 365 is rapidly investing in people and technology to support the market demands while delivering high end quality driven operational excellence.

As we enter this next critical phase, we seek a high-calibre Operations Manager to lead and optimise our customer, client, and internal service delivery. This role will be guided and supported by our Chief Operating Officer and Implementation manager as we re-imagine taking our service excellence to a new level.

Job Summary:
As the Operations Manager, you will play a critical role in ensuring the quality, efficiency, and effectiveness of our roadside assistance services. You will be responsible for growing end evolving the partnership with our Call Centre Partner, optimising our customer service for in-life product support, and leading a team of dedicated professionals. Your leadership and decision-making will directly impact our ability to provide timely, high-quality service to our customers.

About You:

You thrive in a team based environment and take pride in helping others and solving problems. Your curiosity drives you to understand how things work and motivates you to find more efficient ways to operate. You understand that small details can make a big difference. You’re eager to lead a team that loves what they do every day & has fun while doing it.

Key Responsibilities:

Call Centre Management (External Partner)

• Ensure contractual obligations and performance metrics are met.
• Consistent engagement with our partner to identify improvement opportunities.
• Lead quality assurance initiatives to maintain high standards of service.
• Ownership of external and internal authority limits and compliance to process.
• Manage live case escalations and make critical decisions in real-time

In-Life Operations (Internal Function)

• Oversee and manage daily operations to ensure timely and effective customer service.
• Create and implement strategies to improve efficiency.
• Develop and implement operational procedures to improve service delivery and customer satisfaction.
• Train, mentor, and evaluate team members, ensuring high performance and adherence to company standards.
• Oversee customer and client feedback channels, ensuring timely resolution and customer satisfaction.

New Client Onboarding

• Operationalise processes with support of Account Manager/Implementation Manager
• Identify Call Centre and In-life requirements needed to support the success of the engagement
• Develop and/or contribute to Call Centre and Internal training documents

Reporting and Insights

• Provide performance reporting to stakeholders, identifying trends and areas for improvement.
• Develop and manage cost controls, forecasts and resource allocation for operational activities.
• Handle customer escalations and ensure service excellence through proactive problem-solving.
• Oversee product in-life services, ensuring optimal performance and customer satisfaction.
• Lead team management efforts, ensuring staff engagement, training, and retention.
• Handle complaints management, ensuring timely resolution and customer satisfaction.

Key Requirements:

• Experience in operations management, preferably in the roadside assistance, transportation, insurance claims, or emergency services industry.
• Exposure to outsourced service delivery models and performance management.
• Experience in B2B support and delivery programs.
• Confidence and calmness in time critical decision-making environments.
• Strong leadership skills with the ability to manage, develop and motivate teams.
• Excellent problem-solving abilities (tactical and strategic in nature)
• Strong communication and customer service skills.
• Proficiency in relevant software tools and data analysis for operational improvement.
• Willingness to participate in an on-call roster to provide support to a 24/7 call centre.

Important Information:

This role is based in Sydney, Australia, and requires weekly office attendance to foster collaboration. Only applicants currently residing in Sydney, NSW, Australia will be considered. Full working rights in Australia are required, as we are unable to offer sponsorship for this position now or in the future.