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
Strong 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
Robust 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.
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📌 Operations Manager (Victoria)
🏢 Woods
📍 Victoria