Job Description
State Manager (Operations & Customer Service)
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State Manager - Operations & Customer Service
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LeadStateOperations
for a Growing National Manufacturer
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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.
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We are seeking a high-calibreState Managerto lead and optimise our state-based operations, ensuring consistent performance across manufacturing, logistics, and customer service.
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About the Role
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Reporting directly to the Chief Operations Officer, the State Manager is responsible for theend-to-end operational performance of the branch.
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This role leads alloperations and customer service functions, ensuring alignment between production, service delivery, and customer expectations.
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While theSales team operates as a separate function and does not report into this role, theStateManager will work closely with Sales to ensure operational capacity, service levels, and delivery outcomes align with customer demand.
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You will lead a multi-functional team across:
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Manufacturing & Production&Stock; management
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Warehouse & Logistics (Inwards Goods, Pick & Pack, Despatch)
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Customer Service &Tradedesk;
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Project Coordination & Drafting Support (where applicable)
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Key Responsibilities
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Operational Leadership
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Lead all branch-based operations to deliver on-time, on-spec, and cost-effective outcomes
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Oversee production, warehousing, and logistics performance
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Ensure alignment between scheduling, output, and customer demand
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Oversee a culture of achievement and next-level customer care
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Customer Service & Cross-Functional Alignment
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Oversee Customer Service teams to ensure high-quality client interactions and order accuracy
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Work closely with Sales to align operational capacity with pipeline, forecasts, and customer commitments
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Support key account and project delivery requirements from an operational perspective
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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.
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Lead cross-functional coordination to swiftly resolve issues, ensuring customers receive consistent, high-quality service at every stage.
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Lead and develop direct reports including Operations Manager and Customer Service Team Leader
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Build capability across frontline leadership and operational teams
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Drive a culture of accountability, teamwork, and performance
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Safety, Quality & Compliance
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Ensure adherence to all WHS and compliance requirements
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Maintain high standards of product quality and operational discipline
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Promote a proactive safety culture across all teams
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Performance & Continuous Improvement
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Monitor and manage key KPIs including productivity, lead times, and cost performance
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Identify inefficiencies and implement improvement initiatives
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Drive standardisation of processes in line with national frameworks
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Manage labour, materials, and operational costs within the state
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Drive cost control and efficiency improvements
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Support budgeting and financial performance targets
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About You
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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.
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You will bring:
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Proven experience
managingmanufacturing
and/or operational teams
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Strong leadership capability acrossoperations and customer service functions
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Ability to work effectively alongside Sales teams to align delivery with demand
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Demonstrated ability to driveperformance, accountability, and improvement
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Solid understanding ofsupply chain, logistics, and production workflows
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Financial awareness with experience managingcosts and budgets
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Knowledge ofWHS requirementswithin an industrial environment
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Strong communication and stakeholder engagement skills
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Why Join Criterion Industries
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Key leadership role reporting directly to the COO
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Clear separation of Sales and Operations, enabling focus on operational excellence
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Opportunity to influence performance across a critical state operation
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Supportive executive team with a transparent operational direction
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Long-term growth opportunities within a national business
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📌 State Manager (Operations & Customer Service) (New South Wales)
🏢 Criterion Industries
📍 New South Wales