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

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 transparent 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 clear scope t

📌 Head of Customer Operations (Sydney)
🏢 Retailworld Resourcing
📍 Sydney