The OpportunityWe'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 DoingLead and inspire teams across Customer Service, Delivery and EscalationsOwn the strategy, performance and continuous improvement of post-purchase customer operationsDrive customer satisfaction, service quality and operational efficiencyEstablish clear KPIs and performance frameworks across the customer journeyIdentify opportunities to streamline processes, improve workflows and remove frictionCoach and develop operational leaders, building capability and accountabilityPartner with cross-functional stakeholders to improve the customer experienceUse customer insights and performance data to guide decisions and deliver measurable improvementsSupport the business as it continues to grow and evolveWhat You'll BringProven senior leadership experience across Customer Operations,



Customer Experience, Contact Centres or Service DeliveryExperience leading multiple teams, including developing and coaching managersStrong commercial acumen and the ability to balance customer outcomes with operational performanceA demonstrated track record of improving customer satisfaction, productivity and service efficiencyConfidence interpreting data, identifying performance gaps and implementing solutionsExperience managing complex customer journeys, escalations and operational challengesA collaborative, pragmatic leadership style with the ability to influence stakeholdersThe confidence to operate strategically while remaining connected to day-to-day operationsWhat's in It for You?
$150,000–$160,000 base salary + superannuation + 10% bonus opportunityWork closely with executive leadership and influence key operational decisionsTake responsibility for multiple customer-facing functions and the end-to-end post-purchase experienceDeliver meaningful improvements to customer experience, operational efficiency and team performanceJoin a digital-first retailer challenging traditional industry practicesGain exposure to a high-growth business with complex, evolving operational requirementsDevelop managers, build team capability and shape a high-performance cultureTake on a substantial leadership assignment with transparent scope to deliver resultsReady 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.
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📌 Head Of Customer Operations (Sydney)
🏢 RETAILWORLD RESOURCING Aus
📍 Sydney