Senior Manager - Customer Operations

12-Month Fixed Term Contract

The Opportunity:  

The core focus of the Senior Manager role is to manage a regional team of customer care agents to resolve customer issues, assist our commercial partners as well as proactively review & improve procedures and experiences that deliver outstanding customer outcomes. The role also encompasses the establishment and management of a global sales operations capability to support Prezzee’s growth aspirations and driving a continuous transformation agenda ensuring the global customer care team is productive, fully utilised and automating repeatable processes.

Key Responsibilities:

• Responsible for a regional Customer Care team, driving performance & ensuring service deliverables are met.
• Connect the team to Prezzee values, vision & purpose.
• Partner with Global Customer Care Managers & broader CC team to leverage support, knowledge sharing and team resources.
• Recruit, mentor and develop a team of Customer Care agents and Team Leads to service customers 24x7. 
• Manage regional BPO contracts including the quality & performance of those partners, resourcing levels & staff performance. 
• Provide one-on-one coaching & quality feedback to Team Leads (and agents where needed) to foster continuous improvement for team members & documenting  performance issues or opportunities for development.
• Ensure understanding of products, policies, procedures amongst the team.
• Be the first point of call for difficult issues and/or customer escalations that cannot be managed by team leads. 
• Ensure that the staff roster is complete and Prezzee is well-equipped to manage volume and SLAs
• Ensure that attendance is monitored, workflow is appropriately directed and priority queues are swiftly addressed.

• Monitor customer feedback trends and recommend appropriate strategies and approaches to address emerging issues. This will include recommending changes to the product features and benefits. 

• Actively participate in go / no go decisions for the launch of new product features, marketing & sales promotions. 

About You:

• Proven work experience as a manager in a service focused environment. 
• Excellent  communication and interpersonal skills to build relationships with key stakeholders (internal and external).
• Leadership experience, ideally managing remote customer care centres.  
• Highly organised, with strong decision making and time management skills. 
• Continuous improvement attitude; with the ability to suggest and implement best practices or process enhancements that support the team achieving business objectives.
• In-depth knowledge of performance metrics.
• Strong contact centre systems experience, ideally with Zendesk or similar system.
• Professional qualifications in Management, Leadership or training in team leading is a plus. 

Benefits

• We run an incentive scheme based on both company-wide targets and individual performance
• Employee referral program and staff discounts
• We have regular virtual and face-to-face events to help us bond and maintain our community vibe
• We also offer flexible hours, Culture Swap Days & 30 day work from anywhere*
• Self led online learning to formal Leadership Development programs, as well as industry specific learning opportunities and Lunch & Learn sessions
• Fortnight FIRE Fridays where teams come collaborate to spark with Formative Ideas, Research and Experiment in tech improvements
• Be an advocate or ally and create connection and belonging in our employee Resource Groups such as EmpowHer and Pride.
• Telus Wellbeing platform to support your mental, social, financial and physical wellbeing

The Prezzee Story
Prezzee is a global digital gifting platform that creates human connections through remarkable gifting moments. We create leading digital gift solutions for consumers, businesses and 1000+ brand partners across the world. Founded in 2014, Prezzee has evolved from a two person Australian start-up to a global business with teams and operations in North America, United Kingdom, Australia and New Zealand.

Oh, and if you're wondering about our culture?

Whilst our growth is compelling, we know it’s our people and culture that set us apart, and we're equally proud of being recognised in Australia & New Zealand and in the UK as a 2022 & 2023 Great Place to Work®, as well names Foundry's Computerworld 2024 Best Places to Work in IT.

At Prezzee, every team member plays an important role in the business, leaving a unique footprint on Prezzee’s journey. Our team may be spread out across multiple time zones, but our core values remain the same no matter where you are in the world. As a future employee of Prezzee, you're signing up to give openness, give greatness, give magic, and most importantly, always give a damn. 

Prezzee is an Equal Opportunity employer. We believe that diversity is the key to building the best products for our customers, team culture and growing our global business. Our diversity mission is for our people to be their most authentic selves, to inspire, innovate and celebrate within a culture of belonging. We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

We are looking for people to help create human connections, make magic and shape the future of gifting so even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you! Please let us know if you require any adjustments as part of the application and recruitment process, We also encourage you to let us know of your pronouns at any point of the process.

 We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.