Our Client:
We’re partnering exclusively with this ASX listed powerhouse. They have a new dynamic leader who’s five months into an exciting national Customer Care transformation. With a huge remit across B2B customer service, we are looking for an experienced and pragmatic 2IC to join the new leader in a newly created National Contact Centre Operations Manager role. This is a chance to shape a legacy, elevate quality, and bring modernisation to a high-volume, fast-moving, and proudly down-to-earth operation.

About the Role:
With a national footprint and contact centres in every state (typically co-located with distribution centres), this is a hands-on, operational leadership role with real breadth. You’ll be responsible for 5–6 direct reports, who in turn lead a team of 250–300 frontline agents across Australia.

You’ll be the right-hand of the Head of Customer Experience, freeing up their time to focus on strategic transformation, tech uplift, and new processes, while you take ownership of day-to-day performance, workforce planning, quality, and customer experience.

This is a B2B operation where 80% of orders come in via email, servicing clients who may not be especially tech-savvy – so there’s a strong emphasis on accuracy, relationship building and turnaround times.

The business is early in its transformation journey – tech is limited, the pace is steady, and processes are still evolving. But change is coming, and you’ll help lead it.

What We're Looking For:

• Strong operational leadership experience within a contact centre, shared services or customer care environment (B2B or B2C)
• Experience leading leaders and large, dispersed teams – remotely and on the ground
• Confident in ambiguity – able to make smart decisions even with imperfect data
• A change advocate – comfortable leading quality and process uplift in legacy environments
• Professional and polished – culturally aligned with industrial, practical environments
• Comfortable working autonomously and owning results
• Able to travel to a site once or twice a week – but can be based anywhere in Australia with access to an office

Next Steps:
We’re exclusively managing this role for our client and are moving quickly. If you’re a resilient, practical and inspiring leader who thrives on operational performance and transformation, we’d love to hear from you.
Apply now or reach out directly to our team at Citrus Group for a confidential chat.