Customer Operations Manager: National Builder & CX Leader

Location: Remote (Sydney candidate location preferred)
Salary: $120k - $140k
Core Mandate: Own Change and drive the ERP (Odoo) transformation

WOW Recruitment is seeking a high-calibre CX & Operations Manager to completely re-engineer the national Customer Experience and Service function for one of Australia's fastest-growing national warehouse solutions companies.

Are you a systems-minded leader who thrives on turning chaos into scalable, high-performance processes and is ready for a strategic national mandate?

What's On Offer?

• Significant Strategic Mandate: A rare opportunity to design, build, and lead a national function from scratch, reporting directly to the Managing Director.
• Rapid Career Trajectory: Join a hyper-growth, national business where your impact on overall efficiency and customer loyalty will be immediate and highly visible.
• Premium Package: Competitive compensation positioned to attract an experienced, high-impact builder.
• The Challenge: A chance to successfully navigate a complex, multi-state service operation through a major ERP transformation (Odoo rollout).

The Role:

This is a hands-on, high-impact operational leadership role responsible for unifying four critical coordination functions (Service, Sales Support, Project Coordination, and Helpdesk) into one seamless national CX system.

• System Ownership: Design, document, and embed all national operational workflows and processes, ensuring structural readiness for the upcoming ERP transition.
• National Leadership: Directly manage, mentor, and coach the Service and Customer Support teams across the country, instilling a culture of ownership and energy.
• Performance & KPIs: Implement and own key operational metrics for service responsiveness, job closeouts, customer satisfaction (CSAT), and data quality.
• Executive Alignment: Act as the Voice of Customer (VOC), converting frontline pain points into strategic priorities for the senior leadership team.
• Financial & Process Management: Oversee operational budgets and ensure efficient flow between operational teams and the finance department.

Who We're Looking For

The ideal candidate is an accountable, system-minded leader ready to take full ownership of the operational customer journey.

• Essential Experience: 3+ years in a CX, Operations, or Service Management role with direct people leadership experience.
• Sector Background: Proven experience in a high-volume B2B environment (e.g., industrial, logistics, field service, or machinery experience is highly ideal).
• Technical Proficiency: Strong track record using CRMs and job management software, with experience in process mapping or exposure to ERP systems (such as Odoo, SAP, Oracle, etc.).
• Personal Attributes: High commercial acumen, robust work ethic, and genuine energy/drive to manage and lead change.

Success in this role will look like: Clean data, consistent processes, high internal service ratings, and compliments outpacing complaints across the national network.

How to Apply

If you are the experienced builder and coach looking for a rewarding, strategic role where you can make an immediate, national impact, apply now!
Ready to bring the momentum? Send me your CV and tell me about a time you turned a messy customer process into a smooth, scalable system that made a customer say, “Wow.”

#SCR-louise-anderson