Title:  Head of Customer Operations

About us

At Officeworks, we bring big ideas at low prices to life for our customers, team, communities, and stakeholders. Founded in 1994 in Richmond Victoria, with more than 170 stores nationwide, a digital platform offering over 40,000 products, a national call centre and a dedicated business solutions team supporting micro, small and medium-sized businesses start, run and grow , we help Australians work, learn, create and connect, wherever and however they choose to shop.  From technology, office supplies and furniture to education, art materials and essential services like Print & Create and on‑site or remote tech support through Geeks2U, we deliver easy, engaging and customer experiences every day.  Our success is powered by more than 9,000 passionate team members. We are deeply committed to their safety, wellbeing, and career growth, while operating responsibly, giving back to the communities we serve through strong national and local partnerships, community fundraising, and a clear commitment to reducing our environmental impact and sourcing sustainably for the future.

About the role

We are seeking a transformational Head of Customer Operations to lead a high-impact, enterprise-wide function and redefine what world-class customer experience looks like across voice, digital, and emerging AI-enabled channels. 

This is a pivotal leader-of-leaders role, responsible for building an integrated, omnichannel Customer Contact Centre (CCC) that delivers exceptional service, drives commercial outcomes, and enables scalable growth across all customer segments. You will play a critical role in shaping the future of customer operations, leading performance, innovation, and cost efficiency across a geographically dispersed workforce. 

As Head of Customer Operations, you will own both the strategy and execution of our end-to-end customer operations capability, ensuring a seamless, data-driven experience that empowers customers to self-serve, while delivering high-quality assisted interactions when they matter most. You will identify key customer pain points and partner with cross-functional leaders to resolve issues at their source, while also shaping future customer-facing solutions. This role will establish a continuous improvement cycle that drives NPS uplift and creates meaningful differentiation for Officeworks in the market. 

As the Head of Customer Operations, you will:  

• Lead a scalable, omnichannel Customer Contact Centre (CCC) across all segments 

• Manage key third party partners to drive performance and productivity 

• Lead the development of the customer service and insights strategy 

• Champion a customer-obsessed culture across teams and partners, identifying and resolving root causes of customer friction 

• Set and execute Customer Service strategy aligned to business goals 

• Standardise processes, policies, and knowledge management 

• Enhance contact centre tech (chatbots, messaging, self-service), driving adoption of emerging tech, including GenAI 

• Use data to lift productivity, conversion, and revenue 

• Own commercial and contractual outcomes with partners 

• Lead governance forums to enable insight-driven decisions, ensuring compliance, risk management, and data protection 

About you

You will inspire and lead through values-driven culture and behaviours, build capability and deliver results across a diverse workforce and think enterprise-wide with a commercial and future-focused mindset.   You are a strategic, resilient, and emotionally intelligent leader who thrives in complexity and scale. In addition, you will bring:  

• Extensive experience leading large-scale, complex customer operations or contact centres 

• Proven success operating across global, outsourced, and digital-first environments and managing third party partners, driving performance and accountability  

• Strong commercial acumen with the ability to balance customer outcomes and cost efficiency 

• Experience driving technology transformation, ideally including AI-enabled capabilities 

• A track record of building high-performing teams and leading leaders at scale 

• Demonstrate resilience, adaptability, and determination in the face of challenges 

• Lead with self-awareness, humility, and authenticity 

• Foster a strong culture of accountability, development, and continuous growth 

Our culture

If you’re searching for an organisation that’s truly committed to its people, where you can thrive in a culture of togetherness, then join Officeworks and let’s make bigger things happen – for all of us!  We celebrate our teams’ uniqueness by offering genuine team member benefits to the Officeworks family:

• We’re all about giving you the flexibility you need to keep things balanced to suit your individual needs. 
• Enjoy generous discounts across Officeworks, Geeks2U, Bunnings, Kmart, Target and the wider Wesfarmers brands.
• Access to our Officeworks benefits program for exclusive discounts and perks across entertainment, travel, lifestyle, and health.
• Our Growing Families Policy supports team members during the exciting and challenging times of expanding their family
• We prioritise safety, mental health and wellbeing, offering access to our Employee Assistance Program (EAP) as well as other ongoing programs
• Our Flexible Public Holidays Policy supports those who observe cultural or religious holidays different from the standard public holidays in Australia
• Take advantage of outstanding learning and development programs to support your career growth
• Explore fantastic career opportunities across the broader Wesfarmers Group.

At Officeworks, we operate best when our team represents the communities we serve.  We proudly commit to providing a safe and supportive work environment for our team.  We encourage applications from all candidates of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), people with disabilities, and the LGBTQI+ community.