Head of Customer Operations

📍 Melbourne, VIC
💼 Full-time | National Furniture Wholesale

Own the systems, people & performance. Help shape what great looks like.

We’re Master Pacific — a fast-growing, design-led furniture wholesaler based in Melbourne. We supply some of Australia’s top retailers, designers, and trade professionals, and we’ve built a reputation for quality, service, and doing things properly.

Now, we’re looking for a Head of Customer Operations to lead the teams that keep our engine running — Customer Care and Operations.

This is a senior, hands-on role where you’ll take full ownership of our customer journey from order through to delivery and aftercare. You’ll lead the people, processes, systems and partnerships that bring our products to life — and make sure our service is as strong as our design.

What You’ll Be Doing

🔧 Lead two critical teams — Customer Care & Operations — with a clear focus on accountability, service, and results
📊 Set and track KPIs across fulfilment, dispatch, order accuracy, issue resolution and satisfaction
🤝 Manage our 3PLs and transport partners, with tight SLAs and regular reviews
💡 Drive improvements in systems and processes — MYOB Acumatica, Salesforce, EDI
👥 Hire, coach and support a high-performing team that’s aligned to our values
📣 Own reporting and communication to senior leadership — clear, structured, and insight-driven
🎯 Plan and deliver on key initiatives, budgets and quarterly work sprints

What We’re Looking For

You’ve led Ops or Customer teams in a product-based business — wholesale, retail, supply chain, or similar

You’re a structured, calm and clear leader who brings out the best in people

You know how to manage systems, budgets, and 3PLs — and you hold partners accountable

You love making things better — process, performance, communication

You’re tech-savvy and have a track record of owning and improving software systems — from rollout to ongoing optimisation. Bonus points if you’ve worked with Salesforce or MYOB Acumatica.

You thrive in a fast-paced environment, and you get the commercial context

Why You’ll Love It Here

Make your mark – Big role, big scope, real ownership

Growing business – We’re scaling fast and investing in people and systems

Design-led product – Trusted by top retailers and design professionals across Australia.

Great team culture – We keep it real, support each other, and get things done

Staff perks – Team events and generous product discounts

Sound Like You? Let’s Talk.

If you’re a confident operator who loves solving problems, leading great teams, and making things work better — we’d love to hear from you.

📩 Apply now with your resume and a short note telling us why you’re a great fit.