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! 
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