Head of Operations jobs

About the organisation

This trusted national services organisation represents prominent brands across the country. Operating across both consumer and business customers, it is embarking on a significant transformation agenda to modernise operations, improve customer outcomes and position the organisation for long-term growth. Backed by an engaged executive team and a clear strategic vision, this employer offers a genuine opportunity to influence significant change and growth. The working environment is agile and commercial, empowering its leaders to make decisions and shape outcomes that positively impact millions of customers around the country.

About the role

Reporting to the Chief Customer Officer, the Head of Customer Operations will lead the transformation and integration of several operational functions. With responsibility for the end-to-end delivery of integrated operational and billing services, the role will focus on connecting people, processes and systems to create a more efficient, scalable and customer-centric operating environment. Covering areas including customer operations, billing, invoicing, supplier performance and service delivery support, the role will drive improvements across systems, processes, governance and operating practices to enhance service delivery, reduce duplication and support consistent outcomes across the organisation. With the opportunity to build a more unified and future-ready function, success will be measured by operational excellence, enhanced customer outcomes, strong partner performance, revenue integrity and commercial outcomes. Automation, digitisation and AI will be key pillars of the transformation agenda, making this an outstanding opportunity to play a leading role in one of the organisation's most significant change programs while shaping a more connected, data-driven and future-ready operating model.

About you

You are an experienced operational transformation leader of customer functions, with a track record of improving large-scale, customer-centric service environments supporting significant and complex service delivery ecosystems. You have successfully led the delivery of integrated operational and billing services, including developing and executing operational and billing strategies, working across multiple internal stakeholder groups to redesign operating models, and implementing process improvements, leveraging technology, data and automation to deliver measurable customer, commercial and business outcomes. Customer focused by nature, you understand how operational excellence, governance, controls, revenue integrity and scalable processes combine to create outstanding service outcomes. Comfortable operating in ambiguity, you combine best practice structure, sophistication and change capability, with the agility and pragmatism required to lead transformation, manage complexity and drive performance in an evolving environment. You are highly customer-centric, motivated by the opportunity to build capability, challenge existing ways of working and deliver lasting organisational impact.

How to apply

Click ‘Apply’ to submit your CV in Microsoft Word format. For more information prior to application, please contact Charlie Hess at SHK via email on Charlie.hess@shk.com.au, quoting reference 3651936. Direct and third-party applications will be forwarded to SHK.