We are looking for an experienced Operations Manager to drive efficiency and productivity initiatives while also leading our post-sales technical support and service operations. This role will focus on optimising workflows, enhancing customer experience and ensuring seamless operational performance across key business functions.
This role will be responsible for
Overseeing and optimising a range of business operations projects to enhance efficiency, productivity, and profitability, ensuring alignment with strategic goals. Analyse and improve operational workflows, identifying bottlenecks and implementing solutions to streamline processes. Managing three internal technical support staff handling B2B and B2C customer issues. Overseeing third-party service agents and ensuring high-quality customer service standards. Act as an escalation point for complex technical and operational issues. Developing and refining systems, processes, and reporting to improve post-sales support efficiency. Training and upskilling the technical support team to enhance their problem-solving capabilities and efficiencies. Ensuring smooth handling of technical inquiries, installation challenges, and warranty claims. Your experience
5+ years in operations management, technical support, or service management in a product-related industry. Experience managing B2B and B2C customer technical support. Ability to lead a team and manage third-party service agents effectively. Experience developing and improving processes and aligning KPIs. Strong analytical skills to monitor performance, generate reports and drive efficiency improvements. Exceptional problem-solving and troubleshooting skills for technical and installation issues. Proficiency with process management tools and service management platforms. Strong communication skills with a deep understanding of customer needs and commercial dynamics. About us - Emerald
Emerald is an Australian leader in designing, manufacturing and distributing smart sustainable products, delivering quality solutions to commercial and residential customers. Our established business is experiencing significant growth through product diversification and market expansion. This is an exciting time to join Emerald and be part of Australia's energy-efficiency industry.
We offer
Competitive remuneration package, with Northern Beaches location The role is available for immediate start Professional development and career growth opportunities A collaborative and positive work environment and a team passionate about the energy-efficiency sector Please note: we can only accept applications from candidates with full working rights in Australia.
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