Work options: Hybrid
Wesfarmers OneDigital is building Australia's leading data and digital retail ecosystem, underpinned by AI across everything we do. We operate across four pillars - loyalty, data, retail media and AI, turning millions of customer interactions into insights that shape how Australians shop, live and connect.
The Senior Manager – Customer Operations & Experience is responsible for leading the operational performance, continuous improvement and customer experience of the OnePass Customer Care function to deliver high-quality service to OnePass members.
This role oversees outsourced customer support operations and the ongoing optimisation of customer service systems and technology, including AI and automation, to improve service quality, operational efficiency and the member experience. The role also ensures customer support remains scalable, customer-centric and within budget while supporting OnePass growth objectives and strategic business priorities.
What You'll Be Doing
- Lead day-to-day operational performance of the OnePass customer support function.
- Lead and develop the Manila-based Customer Experience Technology team, driving operational excellence, capability uplift and continuous improvement.
- Establish KPIs, SLAs, quality frameworks and workforce planning processes.
- Manage customer escalations and complex operational issues.
- Act as the business owner for customer service platforms (including Salesforce Service Cloud), ensuring systems effectively support customer care operations and deliver a seamless member experience.
- Oversee service operations technologies including telephony, knowledge management, workflow management and voice integration
- Identify opportunities to enhance customer and team outcomes through technology, AI, automation and self-service capabilities and business case as required.
- Lead support readiness for product launches, promotions and member offers.
- Manage customer care operational budgets and expenditure and cost performance
- Oversee contracts, renewals and vendor relationships. Monitor and manage vendor performance against commercial commitments.
- Coach and develop team members and leaders.
- Drive planning, prioritisation and resource allocation.
What You'll Bring To The Table
- Leadership experience in Customer Operations, Customer Support or Customer Experience.
- Experience leading outsourced contact centre environments.
- Experience with Salesforce Service Cloud or equivalent CRM platforms.
- Experience leading the adoption and optimisation of customer service technology, AI and automation
- Strong commercial, vendor management and budgeting capability.
- Proven ability to lead cross-functional transformation initiatives.
Key Team Member Benefits
To support you at work, what you value in life and in the community, our team member benefits include:
- Fantastic career and development opportunities within your role and across a diverse range of businesses within the Group
- Convenient city location
- Modern and spacious end of trip facilities
- Supported Learning opportunities
- Paid primary carer parental leave (16 weeks) and non-primary carer parental leave (4 weeks)
- Paid leave to volunteer within the community
- Hybrid working – we balance working together with working flexibly
- A team member discount card and discounts across a range of businesses – including Bunnings, Kmart, Target, Officeworks, Clearskin Care and Kleenheat Gas
- Free OnePass membership
Senior Manager - Customer Operations & Experience in Melbourne employer: Wesfarmers
Workwear Group (WWG) is an exceptional employer that fosters a collaborative and inclusive work culture, where employees are empowered to thrive and make a meaningful impact. With a strong focus on professional development, flexible working arrangements, and a comprehensive wellbeing program, WWG supports its team members in achieving their personal and career goals while enjoying unique benefits like discounts on iconic brands. Located within the dynamic Wesfarmers Industrial & Safety division, this role offers the opportunity to lead transport operations across Australia and New Zealand, making it a perfect fit for those looking to excel in a fast-paced environment.
