Head of Customer Operations APAC

About the role

A global SaaS business, represented by a recruiter, 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 is hybrid and permanent, based in Melbourne, and reports closely with the GM APAC and the international Operations leadership team.

Key responsibilities

• Own operational performance across the post-sale customer experience, including service levels, quality, product adoption and retention
• Lead workforce, capacity and capability planning, and make resourcing decisions within agreed budgets
• Drive cross-functional improvement across Support, Onboarding, Conversions and Training, using data to remove friction, lift efficiency and identify where automation can help
• Anticipate risks and opportunities six to twelve months ahead and plan for them
• Decide how customers are best trained, whether face-to-face, remotely, through e-learning or automated channels
• Represent APAC Operations in international planning, bringing customer, employee and market insight
• Oversee local security and compliance requirements, working with international teams and external partners
• Build and develop a strong team through coaching, regular 1:1s and clear development plans

Required profile

• 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
• Track record of leading process change that improves efficiency and customer outcomes
• Commercially minded, able to link operational decisions to financial results
• Ability to turn strategic priorities into clear plans, team objectives and measurable outcomes
• Sound judgement, including knowing when to escalate issues
• Credibility building trusted relationships with local and international stakeholders
• Exposure to sales or marketing is well regarded