We are looking for an Operations Manager to drive efficiency and productivity initiatives while also leading our post-sales technical support and service operations. This role will focus on optimizing 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. 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. This role is based on Sydney's Northern Beaches APPLY NOW by sending your up-to-date resume and cover letter to amandaoptimalrecruitment.com.au or for a confidential chat call Amanda: 8416 4181