Operations Manager

About SEEK Pass

SEEK Pass is a trusted digital passport used by over 5 million people to manage and share their verified identity, credentials and documents. We aim to integrate across the HR ecosystem to provide more value, security and convenience for individuals and organisations in employment-related processes.  

Our primary use case today is helping job seekers to stand out on SEEK by pre-verifying their qualifications, licences and other credentials so that employers can shortlist them with confidence and speed. We operate as a distinct cross-functional business unit, with integrations into SEEK’s job marketplaces across Asia-Pacific. Learn more about SEEK Pass at: https://seekpass.co

The SEEK Group

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation. Find out more about us by visiting https://www.seek.com.au/about/.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK unique and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

• Passion: we are passionate about SEEK, our purpose, our customers and our community
• Team: we care about each other and collaborate to achieve together
• Delivery: we execute with excellence and achieve great results
• Future: we think and act for the long term

The Role

As the Operations Manager (Customer Support), you will lead the day-to-day running and ongoing evolution of SEEK Pass Customer Support, ensuring the consistent, reliable and timely delivery of high-quality outcomes for our customers and users as we scale. This role is accountable for support performance, service quality, team capability and continuous improvement across our support operations.

You will directly lead the Support team, including both permanent and contingent team members, and create an environment where people are well supported, clear on expectations and set up to do great work. You will provide coaching, feedback and development opportunities, while also lifting team capability, engagement and accountability.

This role is not only about running support well today; it is also about helping shape how support should evolve tomorrow. You will use operational insight, customer feedback, data and emerging technology to inform strategy, improve the service and product experience, and identify opportunities to use AI, automation and better tooling to improve quality, efficiency and scale.

The Team

SEEK Pass is a cross-functional scale-up that operates as a distinct business unit in SEEK. We currently employ over 80 people across software engineering, product, operations, and commercial teams in Melbourne, Sydney and Kuala Lumpur. This role is based in Sydney, but occasional brief travel may be required.

This role reports to the Head of Operations and works closely within the Operations function while collaborating cross-functionally with teams across SEEK Pass and the wider SEEK business, including Engineering, Growth, Product and Marketing.

• Lead the day-to-day operations of SEEK Pass Customer Support, including workload management, service performance, escalation handling and quality outcomes
• Lead, coach and develop a team of permanent and contingent workers, including workforce planning, hiring, onboarding, training, quality assurance and ongoing capability uplift
• Develop, implement and continuously improve processes, workflows and operating rhythms to increase efficiency and maintain a consistently high standard of service
• Use customer feedback, operational insights, data and core metrics/KPIs to shape our Customer Support strategy, inform prioritisation and drive continuous improvement, including opportunities to use AI, automation, self-service and tooling optimisation to improve quality, efficiency and scale
• Ensure ongoing compliance with relevant laws, obligations, policies and standard operating procedures
• Build strong, trusted relationships with key internal stakeholders and external team members, and communicate clearly and proactively
• Stay informed about product and service changes, emerging technologies and industry trends, and apply relevant learnings to improve outcomes

• Experience leading, developing and scaling a customer support or service operations team, including direct people leadership
• Strong customer focus, with excellent written and verbal communication skills
• Exceptional judgement and decision-making skills, including an ability to prioritise the critical few things and make sound trade-offs
• Ability to manage multiple priorities and initiatives, while communicating proactively and effectively with stakeholders
• Strong comfort with ambiguity, driving progress through an agile test-and-learn mindset
• Strong data-driven mindset, with experience defining key operational metrics, monitoring performance and identifying trends and using insight to improve outcomes
• Demonstrated experience improving operational processes, service quality and team effectiveness in a scaling environment
• Ability to work effectively in a cross-functional environment and influence across multiple functions and teams
• Good understanding of, or strong desire to learn, relevant technology concepts, operational tooling and the role of AI and automation in modern support operations

Other Qualifications, Skills and Experience

• Experience in a start-up environment, working with agile software development teams
• Experience improving support tooling, workflows, knowledge management, self-service or agent-assist capabilities
• Experience using AI, automation or workflow optimisation to improve operational efficiency, quality or customer experience
• Proficiency in using data visualisation tools such as Tableau, Databricks, Power BI or Sisense
• Relevant university degree would be advantageous

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.