At a Glance
- Tasks: Lead customer operations and enhance the customer experience at Carma.
- Company: Join Carma, a digital pre-owned car dealership shaking up the automotive industry.
- Benefits: Enjoy social events, discounts on cars, and a vibrant workplace culture.
- Other info: Be part of a diverse team committed to innovation and collaboration.
- Why this job: Make a real impact in a key leadership role while driving customer satisfaction.
- Qualifications: Experience in customer operations and a passion for team development.
The predicted salary is between 90000 - 110000 $ per year.
At Carma, we’re more than just a car company, we’re on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we’re turning the car buying experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we’re powered by the best people and we’d love for you to come along for the ride!
This is a 12-month fixed-term contract, covering a period of parental leave, offering the opportunity to step into a key leadership role and make a meaningful impact from day one.
As our Head of Customer Operations, you will own the strategy, performance and continuous improvement of our customer operations function, leading Customer Service, Delivery and Escalations teams to deliver an exceptional customer experience at scale. We’re looking for a proven customer operations leader who thrives in fast-paced, scaling environments and has a track record of driving meaningful improvements, building high-performing teams and creating lasting impact.
What you'll be doing:
- Customer Experience & Loyalty Strategy: Own and evolve our customer experience strategy, ensuring we continue to deliver a consistent, high-quality experience at every touchpoint.
- Operational & Team Leadership: Create a high-performing culture built on accountability, collaboration and continuous improvement.
- Cross-Functional Collaboration: Partner closely with Sales, Buying and Production teams to create aligned, seamless processes that improve the end-to-end customer experience and proactively remove customer pain points.
- Coaching and developing: Mentoring leaders and team members to foster a culture of accountability, ownership, and continuous improvement.
- Data & Reporting: Own operational reporting and customer experience metrics, using insights across NPS, customer feedback, service performance and efficiency measures to drive improvements.
What we’re looking for:
- Experience leading customer operations, customer experience or service delivery functions within a scaling business.
- A genuine passion for coaching, developing talent, and building a culture of shared accountability and continuous improvement.
- A track record of improving operational processes while maintaining an exceptional customer experience.
- Excellent stakeholder management skills and the ability to build strong relationships across the business.
What's in it for you?
- Join our high-performing, forward-thinking team and help shake up car buying and selling in Australia.
- We love social events, from parties to go-karting and bake sales, there’s something for everyone.
- We wouldn’t be a car business if we didn’t give you some $ off our Carma cars, parts and NRMA cover.
- At Carma, we’re all about fostering an amazing culture, where you can bring your best self to work! We value collaboration, innovation and having a laugh at work. Plus, we’re committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!) we’d love to hear from you. Please let us know if you need any reasonable adjustments during the interview process.
Head of Customer Operations in Sydney employer: Carma
At Carma, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that encourages collaboration and innovation. Located in the heart of Sydney, our team enjoys a dynamic environment with perks like fresh coffee, rooftop drinks, and discounts on cars and parts, all while contributing to a mission that transforms the automotive industry. With a strong focus on employee growth and safety, we empower our WHS & Facilities Leader to make a real impact in ensuring our teams thrive in a safe and compliant workplace.
