The Role
Lead Customer Service, Delivery and Escalations teams on a 12-month contract to define strategy, drive operational improvements, and scale a high-performing customer operations function. Own customer experience strategy, cross-functional process alignment, coaching and development, and operational reporting (NPS, feedback, service performance) to improve customer satisfaction and efficiency.
Summary Generated by Built In
At Carma, we’re more than just a car company, we’re on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we’re turning the car buying experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we’re powered by the best people and we’d love for you to come along for the ride!
This is a 12-month fixed-term contract, covering a period of parental leave, offering the opportunity to step into a key leadership role and make a meaningful impact from day one.
As our Head of Customer Operations, you will own the strategy, performance and continuous improvement of our customer operations function, leading Customer Service, Delivery and Escalations teams to deliver an exceptional customer experience at scale. We’re looking for a proven customer operations leader who thrives in fast-paced, scaling environments and has a track record of driving meaningful improvements, building high-performing teams and creating lasting impact.
This is a 12-month fixed-term contract, covering a period of parental leave, offering the opportunity to step into a key leadership role and make a meaningful impact from day one.
As our Head of Customer Operations, you will own the strategy, performance and continuous improvement of our customer operations function, leading Customer Service, Delivery and Escalations teams to deliver an exceptional customer experience at scale. We’re looking for a proven customer operations leader who thrives in fast-paced, scaling environments and has a track record of driving meaningful improvements, building high-performing teams and creating lasting impact.
What you'll be doing:
- Customer Experience & Loyalty Strategy: Own and evolve our customer experience strategy, ensuring we continue to deliver a consistent, high-quality experience at every touchpoint.
- Operational & Team Leadership: Create a high-performing culture built on accountability, collaboration and continuous improvement.
- Cross-Functional Collaboration: Partner closely with Sales, Buying and Production teams to create aligned, seamless processes that improve the end-to-end customer experience and proactively remove customer pain points.
- Coaching and developing: Mentoring leaders and team members to foster a culture of accountability, ownership, and continuous improvement.
- Data & Reporting: Own operational reporting and customer experience metrics, using insights across NPS, customer feedback, service performance and efficiency measures to drive improvements.
What we’re looking for:
- Experience leading customer operations, customer experience or service delivery functions within a scaling business.
- A genuine passion for coaching, developing talent, and building a culture of shared accountability and continuous improvement.
- A track record of improving operational processes while maintaining an exceptional customer experience.
- Excellent stakeholder management skills and the ability to build strong relationships across the business.
What's in it for you?
- Join our high-performing, forward-thinking team and help shake up car buying and selling in Australia.
- We love social events, from parties to go-karting and bake sales, there’s something for everyone.
- We wouldn’t be a car business if we didn’t give you some $$ off our Carma cars, parts and NRMA cover.
At Carma, we’re all about fostering an amazing culture, where you can bring your best self to work! We value collaboration, innovation and having a laugh at work. Plus, we’re committed to diversity, inclusion and safe work practices, so no matter your background or experience (or car brand of choice!) we’d love to hear from you. Please let us know if you need any reasonable adjustments during the interview process.
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About
Who we areCarma was founded in 2021 with a bold vision to reinvent Australia’s pre-owned car experience for the better. The idea attracted multi-million dollar backing from investors, and Carma has grown exponentially ever since. We’ve sold thousands of cars and delighted countless customers, who love our innovative approach! In a short time, we’ve come a long way, named as one of the AFR’s Most Innovative companies, recognised in a number of prestigious awards – and the journey has only just begun.
Skills Required
- Experience leading customer operations, customer experience, or service delivery functions within a scaling business
- Proven ability to coach, develop talent and build a culture of accountability and continuous improvement
- Track record of improving operational processes while maintaining exceptional customer experience
- Excellent stakeholder management and ability to build strong cross-functional relationships
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The Company
What We Do
Carma is creating the best way to buy and sell a pre-owned car in Australia.
