Customer Care Operations Lead

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.

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.

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

Responsibilities

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.

Requirements

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