Head of Customer Operations

Our mission and where you fit inAt Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide. There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match

What might your days look likeAs the Head of Customer Operations, you will be responsible for leading and optimising all aspects of operations in the Customer Experience (CX) Team.

The Customer Experience team at Employment Hero is accountable for every aspect of the Customer’s experience post sale; from Onboarding, Support to Customer Success. Your primary goal will be to ensure consistent and high-quality operational support across the Global CX teams. The key areas of focus include:

Performance Monitoring across the CX functions across all regions.

Driving process enhancements and efficiencies.

Management of CX systems and tools.

Portfolio management and delivery of the CX program of work.

This role reports into the General Manager, Customer Experience and will lead a global team that will need to support and work closely with all CX teams; as well as collaborate very closely with Sales, Marketing and Product. Most importantly this role will work closely with the General Manager of Business Operations to ensure there is consistent reporting, standards and procedures.

This role requires strong leadership and collaboration skills, a customer-centric mindset and has a passion for continuous improvement.

Key Accountabilities:Team Leadership

Lead and mentor the CX Operations team by providing guidance, coaching and support to ensure they are an engaged and high performing team.

Foster a positive and collaborative team culture that emphasises continuous improvement and learning.

Establish and monitor key performance indicators (KPIs) for the team, ensuring they align with the company's overall goals.

Strategy Development and Implementation

Develop and deliver comprehensive strategies for improving the operations of the CX team, aligning them with the goals and objectives of the CX team and of the business.

Data Analysis and Insights.

Own reporting and dashboards to monitor operational performance against department KPIs and create an optimal cadence to internally monitor and review performance with CX leadership.

Ensure reporting and dashboards meet the requirements and standard for Business Operations at EH.

Derive actionable insights from data to drive continuous improvement with the CX leadership team on operational processes.

Process Optimization & Operational Efficiency.

Design and implement streamlined internal processes that enhance efficiency and effectiveness while maintaining high-quality standards.

Identify bottlenecks, inefficiencies, and areas for improvement within CX Operations and implementing solutions to enhance efficiency. This may include processes that impact Product, Sales, Marketing and Technology.

Technology and Tools Management

Oversee the selection, implementation, and management of customer experience technology platforms and tools.

Stay abreast of emerging technologies and trends in CX operations to identify opportunities for innovation and enhancement.

Risk Management and Compliance.

Ensure compliance with relevant regulations and standards governing customer data privacy and security.

Identify potential risks to customer experience operations and develop mitigation strategies to minimise negative impact.

Program Management and Project Delivery

Oversee the program of work in CX, including prioritisation, reporting and budget management.

Support the CX Delivery team in the delivery by leading analysis and collecting requirements.

What will you bring:

Proven experience in leading and managing a team.

Strong leadership and coaching skills, with the ability to motivate and develop team members.

Demonstrated ability to think strategically and contribute to the development of short and long-term CX strategies.

Align CX initiatives with broader company goals and anticipate future challenges.

Solid understanding of SaaS products and services.

Technical aptitude to troubleshoot and understand customer issues.

Excellent written, verbal communication and presentation skills.

Ability to communicate complex technical concepts to non-technical users.

Strong problem-solving and critical-thinking skills.

Ability to analyse data and trends to make informed decisions.

Ability to use innovation and customer-led design thinking in problem solving.

Customer-centric mindset with a commitment to delivering exceptional customer service.

Ability to empathise with customers and understand their needs.

Ability to thrive in a fast-paced, dynamic environment.

Ability to adapt to and implement change.

Willingness to adapt to evolving customer needs and technology.

Proficient in using data and analytics to drive decision-making.

Ability to interrogate data to get useful insights.

Experience with data analytics tools and softwares; e.g. Tableau.

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we’ll empower you to let your talents shine.

Life at Employment Hero

Remote-first principlesAt Employment Hero, we're not just working remotely; we're integrating flexibility and global reach into the heart of our daily operations.We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.

Work your wayEvery hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.

We've got your backWhether you're a seasoned remote-first pro, or a first-timer, you're in good company. With 900+ heroes globally, team support and collaboration is at your fingertips.But don't just take it from us, here's a quote from one of our heroes:"Working for a company that has purpose and meaning is felt throughout the entire business. No one turns up to work just to get paid - we turn up to work because we care and take pride in what we do, but we also know how to create balance and flexibility in the important things in our life, such as family, friends and leading a lifestyle consistent with our values."

Plus you'll get to enjoy a number of great perks, including:

Remote-first and flexible working arrangements

A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We've got you covered)

We set you up for success with the latest and greatest hardware, tools and tech

Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content)

Reward and recognition programs - because great work should be recognised and rewarded

Including Lightning Award for delivering quality work at speed and Values Champion Awards

Swag app cashback offers and discounts on hundreds of your favourite brands and products

Self, health, wealth and happiness programs

Social events and team celebrations

Employee Share Option Program: be an owner of Employment Hero

Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024

Are we a match?Upon applying, you can anticipate a thorough review of your application, followed by an engaging interview process. Successful candidates will have the opportunity to meet with relevant stakeholders, gaining valuable insights into the organisation and the role.We also recognise that the same recruitment process doesn't fit all, so should you require any accommodations or adjustments, simply let us know.

Not exactly the right fit for you?If you’re excited about Employment Hero, but this role is not the one for you, we encourage you to explore our careers page, packed with many more great opportunities.Know someone who would be a great fit? Feel free to share the role with your network

Note to recruiters: Employment Hero has a dedicated in-house recruitment team who are focused on finding the very best talent for our organisation and we kindly request that recruiters do not contact us regarding assisting with our job vacancies. While we appreciate your interest and expertise, we have everything we need in-house to attract and hire the right candidates for our team. Thank you.

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