Join Australia's leading comparison platform! Full Time Permanent Position. St Kilda Rd Location.

Own the technology, operations and service behind every customer conversation at Compare Club.

Compare Club helps everyday Australians save money on the household bills that matter most — health insurance, life insurance, energy and home loans. Every year, hundreds of thousands of customers trust us to find them a better deal, and our contact centre is where that promise gets delivered.

We're looking for a General Manager to lead this function into its next chapter. This is a genuinely broad, senior leadership mandate: you'll own contact centre technology and operations (including our dialler and workforce management function), platform implementation across two major CCaaS platforms, and — newly added to this role — customer service and complaints, starting with our Health Insurance division. It's a role built to grow: further lines of business are expected to join the remit over time.

This isn't a back-office operations role. You'll sit between Marketing and Sales as a genuine revenue enabler, with a seat at the weekly trading table reporting on how your function drives commercial outcomes — and you'll partner closely with our Customer Experience and Sales teams on the AI and digital enhancements shaping where customer engagement goes next.

What you’ll own

- Contact centre operations & dialler management — day‑to‑day running of outbound and inbound operations across our platforms, with a direct line to revenue and sales efficiency.
- Platform implementation & feature delivery — the roadmap, configuration and continuous improvement of our contact centre technology stack (IPScape and NICE CXone), including routing, IVR and CRM integration.
- Workforce, insights & performance — forecasting, scheduling, intraday performance and the reporting that connects contact centre activity to commercial results.




- Customer service & complaints — a newly established function covering service delivery and complaints resolution, starting in Health Insurance and expanding from there.
- Quality, compliance & enablement — the quality framework, coaching and compliance controls (consent, Do Not Call, data handling) that keep the whole operation safe and effective.
- People leadership — building and developing a multi‑function team spanning contact centre operations, platform delivery, workforce management and customer service, onshore and offshore.

What you’ll bring

- 10+ years leading contact centre technology, operations and/or customer service functions, ideally with experience spanning both a platform/technology delivery remit and a customer service or complaints function.
- Hands‑on experience with CCaaS platforms (NICE CXone, Genesys, IPScape or similar) and outbound/dialler programmes.
- A track record of lifting revenue, productivity and customer outcomes through dialler optimisation, workforce management, quality frameworks and complaints/service management — ideally in a regulated workplace.
- General‑manager‑level commercial acumen: you’re as comfortable in a trading meeting talking revenue as you are reviewing a platform roadmap.
- Experience leading a multi‑function, distributed (onshore/offshore) team through growth or an expanding remit.
- Strong stakeholder skills — you’ll work across commercial, technology, compliance and divisional leadership every week.

Why Compare Club

- Be passionate about the customer and what we do — we love what we do, and it shows.
- Driven for results — we understand the goal, focus on it, and adjust when we’re not hitting it.
- We are one team — no one person has all the answers, and we’re open and honest with each other.
- Get it done — done is better than perfect; we’re nimble, decisive and practical.
- Have a crack — we challenge the status quo and back our people to take the initiative.

Compare Club is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Apply now!

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📌 General Manager - Contact Center & Customer Operations (Melbourne)
🏢 Compare Club
📍 Melbourne