Customer Care Operations Lead
We are now looking for a Customer Care Operations Lead to drive operational excellence, workforce planning, reporting, and continuous improvement across Customer Care function.
This is a unique opportunity for a people-focused leader who enjoys combining data, planning, operational problem-solving to deliver exceptional customer outcomes.
What you'll be doing:
- Lead, coach and develop our Auckland-based customer care operations team (circa 8 team members)
- Drive the day-to-day operational performance of Customer Care ensuring systems, processes and service delivery run smoothly
- Own workforce planning & capacity management, working closely with our outsourced WFM team to align demand forecasts, staffing plans, schedules and operational coverage to service level, productivity & customer experience goals
- Use data and insights to identify opportunities to improve performance, productivity and customer experience
- Own operational reporting and analytics, enabling informed decision-making across the business.
- Partner closely with onshore and our offshore team to deliver seamless service outcomes.
- Support continuous improvement initiatives and help shape the future of Customer Care through AI and automation.
You'll be an experienced operational leader who thrives in a fast-paced environment and enjoys balancing people leadership, customer outcomes and commercial thinking.
You'll bring:
- Proven leadership experience, with the ability to coach, develop and influence high-performing teams
- Strong workforce management expertise, including forecasting, capacity planning and scheduling
- Excellent analytical skills with the ability to translate data into actionable insights
- Exceptional organisational skills and attention to detail.
- Experience working with outsourced or offshore service delivery partners
- Strong stakeholder management and communication skills.
- A passion for leveraging technology, AI and automation to improve customer experiences
When you join us, we offer a range of benefits that work for you, your lifestyle, and your career, which include:
- Discounts across our brands
- Birthday leave and charity day off
- Free parking, EV charging, onsite gym and café at our Northcote support office
- 26 weeks paid parental leave
- A range of wellbeing support and development opportunities
The Warehouse Group is constantly evolving, this is a great opportunity to grow with us!