Open Opportunity

Operations Director

Location: Melbourne Salary: $180k-$220k + super + bonus

An exciting career opportunity is now available for a talented professional to join the senior Executive Leadership Team, reporting to the MD

  • Leading SAAS company

  • Customer Implementation & Service

  • Outstanding Career Opportunity

The Company
Our client is a leader in the delivery of innovative and robust Software systems and distributor systems and has built a reputation for enhancing operational efficiency and improving customers’ experience across the Automotive sector.

Headquartered in Australia (Melbourne CBD), the company operates globally, with offices in Melbourne, Sydney, Kuala Lumpur, Bangkok, Bangalore and Wellington and a presence extending to the USA, Canada, South East Asia, Africa, Fiji and Mexico, there is a strong commitment to serving clients worldwide.

The business is part of a publicly traded company that specialises in vertical market software, operating in over 100 vertical markets with 47,000 employees globally.


The Opportunity
An exciting career opportunity is now available for a talented professional to join the senior Executive Leadership Team, reporting to the Managing Director. This key leadership role will lead a team of 6 direct reports (broader team of 30) to deliver a broad range of commercial outcomes including the successful implementation of new clients, and ongoing operational support of the company’s installed client base.

The role is responsible for evaluation and prioritisation of innovative functionality and product outcomes and has full P&L responsibility for Customer Service and Support, along with the definition and management of SLAs, and measuring and improving customer satisfaction (via NPS).

Responsibilities
  • Financial Management, including all components of the company P&L (revenue and cost management) plus the identification of key KPIs to monitor business health and progress
  • Definition, management and communication of a Service Level Agreement for each product
  • Oversight of the support and product implementation process in a manner that holds the customer, the analyst and the business accountable, using metrics
  • Development of a process to identify root cause product issues that impact support, including an approach that is repeatable, measurable, efficient and customer-centric
  • Development of a long-term plan to provide multi-channel support and implementation, including support appropriate for an offshore team and after-hours support
  • Management of Customer Satisfaction initiatives, including NPS and similar indicators
About You
We are looking to appoint a talented leader who can demonstrate:
  • 10+ years of software experience in customer service and professional services role
  • Proven track record of success leading a customer service organisation in a complex software environment
  • Bachelor’s Degree required; MBA preferred
  • Experience in the Automotive industry (or similar) will be highly valuable.
  • Strong Project Management capability
  • Extensive experience in Change Management
  • Highly collaborative and team oriented
  • Customer driven

Location:Melbourne CBD (Hybrid)
Remuneration Range $180K-$220K plus super, bonus and on-site car parking.

To obtain a copy of the Candidate Information Pack, please contact Laura Gaugain via laura@galvinrowley.com.au

Confidential enquiries can be made by contacting:
Jennifer Galvin-Rowley,jen@galvinrowley.com.au
Mobile: 0410 477 235

To Apply
  • Prepare a one to two-page cover letter, stating your interest and motivation, and a summary that demonstrates your achievements and suitability to this role
  • Attach your resume
  • Applications close: 5.00pm 15th July 2024