About The Role We’re genuinely invested in your career and no matter where you start with us, that pathway is yours to build.

As our CX Operations Manager, you’ll join the CX Enablement team and take ownership of the operational performance, governance and continuous improvement of customer-facing capabilities. Working across CX, Technology and operational teams, you’ll help ensure our platforms, processes and ways of working continue to meet the needs of our customers and team. In this role you will have plenty of variety and influence.

What's involved

Shape practical governance and operating rhythms that create clarity and accountability

Oversee the operational health and performance of customer-facing capabilities, including CRMStrengthen service management, support and escalation practices so issues are resolved effectively

Use customer, adoption, utilisation and performance insights to identify opportunities for improvement

Get to the root cause of recurring challenges and turn insights into sustainable solutions

Build and prioritise a continuous improvement pipeline alongside Product, Design and Technology teams

Track whether CX initiatives are delivering the customer, productivity and business outcomes expected

Improve knowledge, support practices and capability maturity across the business

Lead and develop a small team while building strong partnerships across Customer, Commercial, Technology and Operations

Who We’re Looking For You’re someone who enjoys connecting the dots between customer experiences, technology and operational performance. You’re curious about why things happen, comfortable getting into the data,



and focused on finding practical solutions that make things simpler and better.

You can navigate competing priorities, influence decisions with evidence and keep things moving even when there isn’t an obvious answer. As a people leader, you create an setting where team members can contribute, learn and take ownership.

You’ll need

Demonstrated experience across areas such as CX operations, operational leadership, CRM, service management, process improvement or business transformation

Experience developing governance and effective operating models

Strong continuous improvement and structured problem-solving capability

Experience working with CRM platforms, Salesforce is desirable

Experience using performance, adoption, utilisation and customer measures to guide decisions

Demonstrated people leadership and team development experience

Strong stakeholder engagement, communication and influencing skillsA sound understanding of customer-facing processes and how operational performance affects the customer experience

Experience in retail, omnichannel or contact centre environments would be valuable

Lean, Six Sigma, continuous improvement, benefits realisation or service management experience would also be advantageous

You’ll be part of a workplace where you’ll feel like you belong.



We love the diversity across our teams, brought together in an inclusive culture guided by our values.

We welcome applications from individuals of all ages, cultural backgrounds, abilities, sexual orientations, and gender identities. We strongly encourage Aboriginal and Torres Strait Islander peoples to apply and join us in shaping a workplace that celebrates First Nations voices, perspectives, and contributions.

Please note, you must be age 15 or over to apply for a role at Bunnings. We’re all about fairness at Bunnings, and our team’s here to support you every step of the way. If you need any adjustments, just let us know - we’re here to help.

About Us Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand. We're proud to support project builders, commercial tradespeople and the housing industry through our network of stores, trade centres, frame and truss sites and online.

At Bunnings, our purpose is simple: we’re here to inspire people to have a red hot go Whether that's backing our team to grow, supporting customers to take on new projects, or helping communities make a real difference. By joining our passionate and diverse team, you will be part of a culture that encourages you to roll up your sleeves and build something great together.

Please note if you are offered a role with us, background checks may be required. This can include police, employment, medical and qualification checks.

If a police check search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role.

📌 CX Operations Manager (Melbourne)
🏢 Work Initiatives
📍 Melbourne