Woods & Co Recruitment is excited to be recruiting an Operations Manager for a leading e-commerce retailer within the home improvement and interior products industry. This role will oversee a customer experience and E-commerce team within a leading global business and offers the chance to work with international markets, drive operational excellence and deliver exceptional customer experiences. If you have a background in operations, customer service and E-commerce and want to be part of a forward-thinking company, this is a fantastic opportunity.

This is an outstanding opportunity to lead a team, collaborate with offices in the UK, New York, and other markets, and make a meaningful impact within a growing organisation. The role provides excellent career progression prospects for those looking to expand their leadership experience in a global setting.

What’s in it for you?

- Competitive salary package $110,000 - $140,000 + Super + Bonus
- Lead and manage a team of 12 local and offshore employees
- Office location South East Suburbs
- Exposure to international markets and a truly global business environment
- Opportunities for career advancement within a growing organisation
- Engage in continuous learning and professional development
- Be part of a supportive and solutions-focused team

What Do you do :

- Lead and manage a team of 12 employees, including 6 locally based and 6 offshore
- Oversee customer experience and e-commerce operations, managing KPIs, SLAs, and productivity
- Monitor response times, ticket volumes, call activity, and customer satisfaction metrics
- Coach, develop, and performance-manage customer service agents
- Oversee customer enquiries across phone, email,



and digital channels
- Identify opportunities to improve processes, efficiency, and customer experience
- Manage and optimise Zendesk, CXI, and ticketing systems
- Utilise Calabrio to monitor agent productivity and performance
- Prepare regular operational and performance reporting
- Handle escalations and ensure effective resolution of customer issues
- Drive continuous improvement initiatives within the customer experience function
- Support ongoing optimisation of the e-commerce customer journey

What Do You Need?

- Proven experience in Operations and Customer Experience
- Must have E-Commerce Experience
- Solid leadership skills managing teams of 10+
- Experience managing both local and offshore teams
- Exposure to working within a global market
- Solid understanding of SLA and KPI management
- High-volume customer service background, with And E-commerce experience essential
- Experience with Zendesk or similar ticketing platforms
- Strong reporting and analytical skills
- Experience with Calabrio or workforce management systems highly regarded
- Comfortable working within a global organisation
- Commercially savvy, solutions-focused, and highly customer-centric

Woods & Co Recruitment is committed to creating a positively diverse and inclusive workforce that values all backgrounds and experiences. We do not discriminate and encourage applications, no matter age or status, from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse backgrounds, all members and genders of the LGBTQI community, and people with disability.

Please note only shortlisted candidates will be contacted.

#J-18808-Ljbffr

📌 Operations Manager (Greater Dandenong City)
🏢 Woods
📍 Greater Dandenong City