Customer Care Operations Lead

JobsCloseBy Editorial Insights

The Warehouse Group seeks a Customer Care Operations Lead to drive operational excellence in Auckland's customer care team (about eight people), owning workforce planning, capacity management, reporting, and continuous improvement for strong customer outcomes. You will lead and coach the team, oversee day-to-day operations, align forecasts with an outsourced WFM partner, and translate data into actionable insights while collaborating with onshore and offshore colleagues. Success requires balancing people leadership with commercial thinking, outstanding stakeholder management, and a penchant for AI and automation to elevate CX. To apply, tailor your CV to show leadership, WFM success, data-driven impact, offshore collaboration, and clear examples of continuous improvement, aligned with The Warehouse Group values.

Company Description

At The Warehouse Group, we're proud to be home to some of Aotearoa's most iconic brands, including The Warehouse, Warehouse Stationery and Noel Leeming. Together, we're focused on creating relevant and meaningful experiences for our customers and communities across New Zealand.

Job Description

We are now looking for a Customer Care Operations Lead to drive operational excellence, workforce planning, reporting, and continuous improvement across Customer Care function.

This is a unique opportunity for a people-focused leader who enjoys combining data, planning, operational problem-solving to deliver exceptional customer outcomes.

What you'll be doing:

• Lead, coach and develop our Auckland-based customer care operations team (circa 8 team members)
• Drive the day-to-day operational performance of Customer Care ensuring systems, processes and service delivery run smoothly
• Own workforce planning & capacity management, working closely with our outsourced WFM team to align demand forecasts, staffing plans, schedules and operational coverage to service level, productivity & customer experience goals
• Use data and insights to identify opportunities to improve performance, productivity and customer experience
• Own operational reporting and analytics, enabling informed decision-making across the business.
• Partner closely with onshore and our offshore team to deliver seamless service outcomes.
• Support continuous improvement initiatives and help shape the future of Customer Care through AI and automation.

Qualifications

You'll be an experienced operational leader who thrives in a fast-paced environment and enjoys balancing people leadership, customer outcomes and commercial thinking.

You'll bring:

• Proven leadership experience, with the ability to coach, develop and influence high-performing teams
• Strong workforce management expertise, including forecasting, capacity planning and scheduling
• Excellent analytical skills with the ability to translate data into actionable insights
• Exceptional organisational skills and attention to detail.
• Experience working with outsourced or offshore service delivery partners
• Strong stakeholder management and communication skills.
• A passion for leveraging technology, AI and automation to improve customer experiences

Additional Information

When you join us, we offer a range of benefits that work for you, your lifestyle, and your career, which include: 

• Discounts across our brands 
• Birthday leave and charity day off 
• Free parking, EV charging, onsite gym and café at our Northcote support office 
• We value collaboration, connection & flexibility – Fridays WFH 
• 26 weeks paid parental leave  
• A range of wellbeing support and development opportunities 

The Warehouse Group is constantly evolving, this is a great opportunity to grow with us!