Head of Customer Operations

Location: melbourne
Salary: $180000 - $220000 per annum
Job Type: permanent
Contact: Emma Heffernan
Head of Customer Operations – APAC
Hybrid | Permanent

Our Client
Once a contract is signed, onboarding and support decide whether a customer stays. Our client, a global SaaS business, is looking for a Head of Customer Operations to lead everything that happens after the sale across APAC, from onboarding and data conversion through to customer training and ongoing support.

The Role
Working closely with the GM APAC and the international Operations leadership team, you will lead the regional Onboarding, Customer Support, Conversions and Customer Training functions. You will take the international operations strategy and turn it into a regional plan that works for APAC customers, with accountability for service quality, commercial outcomes and the budget behind them.
Key responsibilities include:
  • Owning operational performance across the post-sale customer experience, including service levels, quality, product adoption and retention
  • Leading workforce, capacity and capability planning, and making resourcing decisions within agreed budgets
  • Driving cross-functional improvement across Support, Onboarding, Conversions and Training, using data to remove friction, lift efficiency and identify where automation can help
  • Anticipating risks and opportunities six to twelve months ahead and planning for them
  • Deciding how customers are best trained, whether face-to-face, remotely, through e-learning or automated channels
  • Representing APAC Operations in international planning, bringing customer, employee and market insight to the table
  • Overseeing local security and compliance requirements, working with international teams and external partners
  • Building and developing a strong team through coaching, regular 1:1s and clear development plans
About You
You have led operational or service-delivery teams in a SaaS or technology business and understand how onboarding, implementation and support fit together. You are commercially minded and comfortable linking operational decisions to financial results. You can turn strategic priorities into clear plans, team objectives and measurable outcomes, and you bring people with you when processes need to change.
You will bring:
  • Proven leadership of customer-facing operational teams in a SaaS, software or technology environment
  • Experience using data to improve workflow, capacity and quality, including analysing churn to improve retention
  • A track record of leading process change that improves efficiency and customer outcomes
  • Sound judgement, including knowing when an issue needs to be escalated
  • The credibility to build trusted relationships with local and international stakeholders
  • Exposure to sales or marketing, which would be well regarded
We encourage applications from people of all backgrounds as we work to create an inclusive and diverse workplace. To apply, click APPLY or contact Emma Heffernan at Six Degrees Executive for a confidential conversation.

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