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 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 Role
Reporting directly to the Chief Operations Officer, the State Manager is responsible for the
end-to-end operational performance of the branch
.
This role leads all
operations and customer service functions
, ensuring alignment between production, service delivery, and customer expectations.
While the
Sales 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 managing
manufacturing and/or operational teams
Strong leadership capability across
operations and customer service functions
Ability to work effectively alongside Sales teams to align delivery with demand
Demonstrated ability to drive
performance, accountability, and improvement
Solid understanding of
supply chain, logistics, and production workflows
Financial awareness with experience managing
costs and budgets
Knowledge of
WHS 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 transparent operational direction
Long-term growth opportunities within a national business
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📌 State Manager (Operations & Customer Service) (Sydney)
🏢 @
📍 Sydney