Job Description About the Opportunity Are you a proven people leader passionate about delivering exceptional customer experiences? This is an opportunity to lead a high-performing operations/customer service function within a fast-paced, forward-thinking organisation. We’re seeking a Manager Customer Operations, who thrives on motivating teams, improving systems, and shaping service excellence at scale. If you enjoy leading from the front while driving strategic and operational outcomes, this role will offer both challenge and reward. The role Lead and develop a team of up to 50 frontline and operational staff across multiple sites or functions Drive a culture of accountability, engagement and continuous improvement Oversee day-to-day customer service delivery across logistics, manufacturing support, and digital service channels Implement and monitor KPIs to ensure service performance and customer satisfaction targets are achieved Partner with internal stakeholders to improve workflows, streamline communication and enhance service delivery Lead customer service transformation initiatives, including CRM or system upgrades (Salesforce, SAP, Microsoft Dynamics) Resolve complex customer issues with empathy, urgency and sound commercial judgement. The ideal candidate 10 years’ experience in customer service leadership roles Proven success managing large, diverse teams in fast-moving environments Strong operational and strategic thinking – able to balance efficiency with exceptional service Expertise in process improvement, performance management and change leadership Exceptional communication, influencing and stakeholder engagement skills Solid technical literacy across CRM/ERP systems and Microsoft Office suite Why You’ll Love This Role Opportunity to shape the customer service culture of a respected organisation Scope to lead transformation projects and introduce digital innovation Collaborative leadership team that values initiative, integrity and results Career growth into senior leadership or strategic operational roles Stable, professional environment with a focus on people and progress About You You’re a confident and adaptable leader who thrives on challenges and enjoys driving teams to deliver meaningful results. You balance empathy with accountability, and you’re known for your ability to turn strategy into action — ensuring every customer interaction reflects excellence. How to Apply If you’re ready to lead a team to new levels of performance and service excellence, please contact Nick Lemin at nick@psgaus.com.au or call on 0434 586 321.
