The Opportunity
We're partnering with an ambitious, Sydney-based online retailer that's challenging the traditional retail experience and making complex purchases simpler, more transparent and more enjoyable for customers.
As the business continues to grow, we're looking for an experienced Head of Customer Operations to lead the next phase of its customer experience journey.
Reporting into senior executive leadership, you'll take ownership of post-purchase customer operations, overseeing Customer Service, Delivery and Escalations.
This is a role for a leader who loves building exceptional teams, solving complex operational challenges and creating customer experiences that genuinely stand out.
You'll balance strategic direction with hands-on leadership, using data, people and process improvements to drive both customer satisfaction and commercial performance.
What You'll Be Doing
Lead and inspire teams across Customer Service, Delivery and Escalations
Own the strategy, performance and continuous improvement of post-purchase customer operations
Drive customer satisfaction, service quality and operational efficiency
Establish clear KPIs and performance frameworks across the customer journey
Identify opportunities to streamline processes, improve workflows and remove friction
Coach and develop operational leaders, building capability and accountability
Partner with cross-functional stakeholders to improve the customer experience
Use customer insights and performance data to guide decisions and deliver measurable improvements
Support the business as it continues to grow and evolve
What You'll Bring
Proven senior leadership experience across Customer Operations,



Customer Experience, Contact Centres or Service Delivery
Experience leading multiple teams, including developing and coaching managers
Strong commercial acumen and the ability to balance customer outcomes with operational performance
A demonstrated track record of improving customer satisfaction, productivity and service efficiency
Confidence interpreting data, identifying performance gaps and implementing solutions
Experience managing complex customer journeys, escalations and operational challenges
A collaborative, pragmatic leadership style with the ability to influence stakeholders
The confidence to operate strategically while remaining connected to day-to-day operations
What's in It for You?
$150,000–$160,000 base salary + superannuation + 10% bonus opportunity
Work closely with executive leadership and influence key operational decisions
Take responsibility for multiple customer-facing functions and the end-to-end post-purchase experience
Deliver meaningful improvements to customer experience, operational efficiency and team performance
Join a digital-first retailer challenging traditional industry practices
Gain exposure to a high-growth business with complex, evolving operational requirements
Develop managers, build team capability and shape a high-performance culture
Take on a substantial leadership assignment with explicit scope to deliver results
Ready to Make an Impact?
If you're an established customer operations leader looking for an opportunity to influence customer experience, develop high-performing teams and deliver meaningful business results, we'd love to hear from you.
APPLY NOW or email ******

📌 Head Of Customer Operations (New South Wales)
🏢 Retailworld Resourcing
📍 New South Wales