Every customer expects one thing when something goes wrong with their vehicle-they expect it to be fixed quickly and with minimal stress.

This role exists to make that happen.

We want a leader who is committed to directly shaping customer loyalty, dealer confidence and brand reputation.

Reporting to the CEO, you'll lead 4 teams of up to 15 people across Parts, Warranty, Technical Support and Customer Contact Centre divisions, ensuring customers get back on the road as quickly as possible while strengthening dealer confidence and protecting the brand.

Cross-functionally you will interact with Aftersales, Sales, Marketing, Finance, Network Development and Brand to remove operational barriers, improve service delivery and drive better customer outcomes.

What You'll Do

You'll be responsible for:

- Driving faster customer issue resolution and repair turnaround times.
- Improving parts availability, warranty responsiveness and technical support.
- Leading a high-performing customer contact centre with a strong focus on ownership and resolution.
- Using customer insights and operational data to identify trends, remove bottlenecks and improve performance.
- Building a culture of accountability, urgency and customer care.

About You





You're an experienced operational leader with exceptionally high EQ who understands that achieving #1 in customer experience is built on strong processes, empowered teams and fast, effective problem solving.

You may come from automotive, insurance, roadside assistance or another complex service environment where operational excellence and customer outcomes are equally important.

You'll bring:

- Senior leadership experience in customer operations, service delivery, claims, aftersales or customer experience.
- A proven track record of improving operational performance and customer satisfaction.
- Experience leading cross-functional teams in a fast-paced environment.
- Strong commercial judgement, stakeholder management and analytical skills.

Automotive or OEM experience will be highly regarded, but we're equally interested in leaders who have transformed customer operations in other service-based industries.

Why Join?

This is an prospect to shape the ownership experience for thousands of customers, leading a function that sits at the heart of customer loyalty and brand reputation.

If you're passionate about CX, solving complex operational challenges and delivering exceptional customer outcomes, we'd love to hear from you.

#J-18808-Ljbffr

📌 General Manager Ownership Experience (Strathfield)
🏢 Oryx People
📍 Strathfield