Senior customer operations manager

Could this be one of those rare moments to do the best work of your career? At Tabcorp, our story continues to evolve every day. It’s an exciting moment in our history – a new era of Tabcorp. We’re raising the game by creating the most engaging betting and entertainment experiences, and to lead with integrity. We’re here to create excitement everywhere – through our incredible people, unrivalled experiences and strong relationships. We’re bringing industry leading products and services to our customers and breaking into new horizons. Game to join us? What You’ll DoThe Customer Operations team delivers high quality in-field technical support to key external customers and Tabcorp’s Wagering and Gaming Service businesses.

Working closely with the Head of Customer Operations, this role is pivotal in overseeing and optimising daily Customer Operations activities. You will lead a small team of Customer Operations Managers and be responsible for driving the delivery of operational excellence and improving efficiency. This will be achieved through strong leadership, team management, performance monitoring, business acumen and a customer service focus.

Key Accountabilities:

• Provide strong leadership to the Customer Operations team through setting clear goals and expectations
• Drive team engagement across the wider Customer Operations team.
• Establish strategic KPI’s and support the implementation of strategic operational plans
• Conduct regular coaching and provide feedback to team members based on their KPI’s
• Support your team as the escalation point for any customer or sub-contractor related issues
• Communicate operational updates and performance metrics
• Implement consistent processes to support the national approach
• Build and maintain strong effective working relationships with key external stakeholders, the Customer Operations team wider Technical Services and Operations teams.

What You'll Bring

• High energy, with the ability to work in a fast-paced, client centric environment.
• Results-oriented; able to work in a multi-task environment, managing multiple priorities while delivering results.
• Strong analytical and problem-solving skills – with the ability to make data driven decisions.
• Previous management experience in a fast paced service delivery environment
• Excellent, proven leadership skills with the ability to influence and bring the best out your team.
• Demonstrated practical experience of leading teams through change

What You’ll Get

• The flexibility of hybrid working with team anchor days.
• Diverse leave options: cultural, volunteer, flexi, and 18-weeks parental leave.
• Access to our health and wellbeing app and Employee Assistance Program.
• Monthly employee social activities, competitions, awards and free tickets to events.
• Access to digital learning modules for continuous upskilling.
• Ongoing commitment to D&I through leading policies & initiatives.

About UsTabcorp is Australia’s leading gambling entertainment company. Our 3000+ team is as diverse as Australia itself. Our people drive the iconic, homegrown, world-class brands TAB, Sky Racing and MAX. As an ASX-listed company, we’re proud to shape our industry for the better. To find out more about us and what we offer, visit our website.

We’re committed to creating an inclusive workplace where everyone feels valued for their contribution and has a sense of belonging. We welcome applications from candidates with visible and non-visible disability, or with any workplace accessibility requirements. Please reach out via *******@tabcorp.com.au should you require any accommodations or adjustments to ensure your full participation in our recruitment process.

Tabcorp is a ‘Circle Back Initiative’ employer – we commit to respond to every applicant.