State Manager (Operations & Customer Service)

State Manager – Operations & Customer Service

LeadStateOperations for a Growing National Manufacturer

Criterion Industries is a leading Australian manufacturer of aluminium partitioning systems, sliding systems, doors, and hardware accessories. With a strong national footprint and a focus on quality, performance, and customer experience, we are entering a current phase of operational growth under a newly appointed Chief Operations Officer.

We are seeking a high-calibreState Managerto lead and optimise our state-based operations, ensuring consistent performance across manufacturing, logistics, and customer service.

About the Role

Reporting directly to the Chief Operations Officer, the State Manager is responsible for theend-to-end operational performance of the branch .

This role leads alloperations and customer service functions , ensuring alignment between production, service delivery, and customer expectations.

While theSales team operates as a separate function and does not report into this role , the State Manager will work closely with Sales to ensure operational capacity, service levels, and delivery outcomes align with customer demand.

You will lead a multi-functional team across:

- Manufacturing & Production &Stock; management
- Warehouse & Logistics (Inwards Goods, Pick & Pack, Despatch)
- Customer Service &Tradedesk;
- Project Coordination & Drafting Support (where applicable)

Key Responsibilities

Operational Leadership

- Lead all branch-based operations to deliver on-time, on-spec, and cost-effective outcomes
- Oversee production, warehousing, and logistics performance




- Ensure alignment between scheduling, output, and customer demand
- Oversee a culture of achievement and next-level customer care

Customer Service & Cross-Functional Alignment

- Oversee Customer Service teams to ensure high-quality client interactions and order accuracy
- Work closely with Sales to align operational capacity with pipeline, forecasts, and customer commitments
- Support key account and project delivery requirements from an operational perspective
- Take end-to-end ownership of the customer experience post-sale, removing operational friction and enabling the Sales team to focus on growth and new opportunities.
- Lead cross-functional coordination to swiftly resolve issues, ensuring customers receive consistent, high-quality service at every stage.
- Lead and develop direct reports including Operations Manager and Customer Service Team Leader
- Build capability across frontline leadership and operational teams
- Drive a culture of accountability, teamwork, and performance

Safety, Quality & Compliance

- Ensure adherence to all WHS and compliance requirements
- Maintain high standards of product quality and operational discipline
- Promote a proactive safety culture across all teams

Performance & Continuous Improvement





- Monitor and manage key KPIs including productivity, lead times, and cost performance
- Identify inefficiencies and implement improvement initiatives
- Drive standardisation of processes in line with national frameworks
- Manage labour, materials, and operational costs within the state
- Drive cost control and efficiency improvements
- Support budgeting and financial performance targets

About You

You are an experienced operational leader with a strong track record in manufacturing or industrial environments. You are confident leading large, multi-disciplinary teams and working collaboratively across functions.

You will bring:

- Proven experience managingmanufacturing and/or operational teams
- Strong leadership capability acrossoperations and customer service functions
- Ability to work effectively alongside Sales teams to align delivery with demand
- Demonstrated ability to driveperformance, accountability, and improvement
- Solid understanding ofsupply chain, logistics, and production workflows
- Financial awareness with experience managingcosts and budgets
- Knowledge ofWHS requirements within an industrial environment
- Strong communication and stakeholder engagement skills

Why Join Criterion Industries

- Key leadership role reporting directly to the COO
- Clear separation of Sales and Operations, enabling focus on operational excellence
- Opportunity to influence performance across a critical state operation
- Supportive executive team with a clear operational direction
- Long-term growth opportunities within a national business

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📌 State Manager (Operations & Customer Service) (City of Sydney)
🏢 @
📍 City of Sydney