Operations Manager – Customer Experience & Service Delivery
Full-time, $130,000 - $150,000 + super
Based in brand-new offices, Cronulla NSW

Are you an experienced operations leader who thrives in a fast-paced, customer-focused environment? We’re looking for an energetic and strategic Operations Manager to lead a high-performing team delivering exceptional service outcomes to a portfolio of clients.

The role:
You will oversee the end-to-end service delivery process — from work order management & scheduling to customer communication and KPI achievement.

Leading a team of Team Leaders & Coordinators, you will drive operational excellence, champion customer experience & ensure every client interaction reflects a high standard of quality and care.

Key Responsibilities:

• Lead & develop an operations team to deliver efficient customer service outcomes
• Oversee daily scheduling, work allocation & workflow management across key client accounts
• Ensure contractual KPIs, service levels & compliance targets are achieved
• Proactively manage escalations and identify opportunities for service improvement
• Collaborate with internal stakeholders to implement process enhancements & best practice initiatives.
• Drive a culture of accountability, empowerment and continuous improvement across the operations centre
• Provide regular reporting, data insights and performance analysis to guide operational decisions

About You:

• 5+ years’ experience managing a busy contact centre
• Proven success in leading large, high-performing teams
• Strong stakeholder management with a focus on people development
• Skilled in operational planning, performance analysis & continuous improvement
• Strong communication, organisational & problem-solving skills
• Proficiency in Microsoft Office and experience with CRM & workforce management systems
• Experience in facilities management, maintenance services a similar operational environment is highly regarded

What is in it for you:

• A supportive organisation with a focus on innovation & service excellence
• Brand-new, state-of-the-art offices in Cronulla — enjoy a coastal location with modern facilities
• Collaborative, high-energy team culture that values initiative & leadership

If you’re ready to lead an operations team that delivers real impact while working in a vibrant new environment, we’d love to hear from you.

Apply now and take the next step in your leadership journey.