Customer Operations & Experience Manager

Our client is a leading provider of software, hardware, and eCommerce solutions for the aftermarket automotive sector, servicing over 1,000 customers across Australia and New Zealand. Their offering includes POS systems (hosted and physical), professional installation services, ongoing support, bookkeeping services, and seamless integrations with platforms like Xero.

As the Customer Operations Manager, you'll lead our Support, Professional Services, and Bookkeeping Services teams to ensure customers receive timely, efficient, and high-quality service across their entire journey. This role will drive a more seamless end-to-end customer journey-from onboarding and installation to training, support, and long-term partnership.

With 60% enterprise clients and 40% SME's, the business is well established and continues to scale rapidly.

Key Focus Areas:

• Create a faster, smoother go-to-market process once a customer signs up

• Improve installation, implementation, and servicing efficiency

• Deepen the overall customer experience to increase satisfaction and retention

• Align business vision across installation, support, and ongoing service

• Lead and uplift teams across operations and customer touchpoints

• Build scalable processes to support continued growth

What you'll bring:

• Proven experience in customer operations, customer success, service delivery, or technical support leadership, ideally within SaaS, POS, automotive, or hardware/software environments.

• Strong ability to manage and improve the end-to-end customer journey, from onboarding and installation through to ongoing support and relationship management.

• Demonstrated capability to streamline workflows, reduce friction, and speed up implementation or go-live timelines.

• Experience leading multi-disciplinary teams (e.g., Support, Professional Services, Bookkeeping, Implementation).

• High level of emotional intelligence, with the ability to handle escalations, coach teams, and communicate effectively with enterprise-level clients.

• Strong analytical and problem-solving skills, with the ability to interpret operational metrics and customer feedback to drive continuous improvement.

• Strong organisational skills with the ability to manage multiple priorities in a fast-paced scaling environment.

• A customer-centric mindset with the ability to build processes that strengthen customer experience, retention, and long-term value.

If this sounds like you, please apply below.

If you require more information about this role, please email Lily.Simmons@marsrecruitment.com.au