State Manager (Operations & Customer Service)State Manager – Operations & Customer ServiceLeadStateOperations for a Growing National ManufacturerCriterion 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 new 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 RoleReporting 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; managementWarehouse & Logistics (Inwards Goods, Pick & Pack, Despatch)Customer Service &TradedeskProject; Coordination & Drafting Support (where applicable)Key ResponsibilitiesOperational LeadershipLead all branch-based operations to deliver on-time, on-spec, and cost-effective outcomesOversee production, warehousing,



and logistics performanceEnsure alignment between scheduling, output, and customer demandOversee a culture of achievement and next-level customer careCustomer Service & Cross-Functional AlignmentOversee Customer Service teams to ensure high-quality client interactions and order accuracyWork closely with Sales to align operational capacity with pipeline, forecasts, and customer commitmentsSupport key account and project delivery requirements from an operational perspectiveTake 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 LeaderBuild capability across frontline leadership and operational teamsDrive a culture of accountability, teamwork, and performanceSafety,



Quality & ComplianceEnsure adherence to all WHS and compliance requirementsMaintain high standards of product quality and operational disciplinePromote a proactive safety culture across all teamsPerformance & Continuous ImprovementMonitor and manage key KPIs including productivity, lead times, and cost performanceIdentify inefficiencies and implement improvement initiativesDrive standardisation of processes in line with national frameworksManage labour, materials, and operational costs within the stateDrive cost control and efficiency improvementsSupport budgeting and financial performance targetsAbout YouYou 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 teamsStrong leadership capability acrossoperations and customer service functionsAbility to work effectively alongside Sales teams to align delivery with demandDemonstrated ability to driveperformance, accountability, and improvementSolid understanding ofsupply chain, logistics, and production workflowsFinancial awareness with experience managingcosts and budgetsKnowledge ofWHS requirementswithin an industrial environmentStrong communication and stakeholder engagement skillsWhy Join Criterion IndustriesKey leadership role reporting directly to the COOClear separation of Sales and Operations, enabling focus on operational excellenceOpportunity to influence performance across a critical state operationSupportive executive team with a transparent operational directionLong-term growth opportunities within a national business
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📌 State Manager (Operations & Customer Service) (New South Wales)
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📍 New South Wales