Flybuys4 jobs

Senior Manager - Service Operations & Experience

SeniorFull-timeHybridMelbourne VIC, AustraliaPosted 4 weeks agoVerified 4 weeks ago
Pending fitX of Y criteria met

About the job

The Senior Manager, Member Service Operations & Experience plays a pivotal role in leading the Flybuys service centre and executing the service experience strategy. This job is all about ensuring a reliable, quality member experience while driving improvements in service performance and vendor outcomes. The team thrives on diversity and embraces a flexible working culture, focusing on outcomes that align with their core principles of Own, Act, and Inspire.

Meet the team

About the company

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You'll be responsible for

🚀

Executing the service experience strategy

Ensuring alignment to enterprise priorities by improving member engagement while sustainably reducing cost-to-serve.
📞

Driving delivery of service experience

Accountable for performance against agreed service levels, experience metrics, and cost targets across supported channels.
📋

Leading vendor performance

Managing day-to-day vendor performance to ensure delivery against agreed contractual obligations and service levels.

Key criteria

📊

Service performance frameworks experience

Proven experience with SLAs, AHT, and cost-to-serve metrics.

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🔍

Operational risk management skills

Demonstrated ability to manage audit and control frameworks.

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🤝

Vendor management expertise

Experience leading outsourced service delivery and holding vendors accountable.

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A meaningful career starts with a match

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4 criteria for this job
Service performance frameworks experience
Proven experience with SLAs, AHT, and cost-to-serve metrics.

View

Operational risk management skills
Demonstrated ability to manage audit and control frameworks.

View

Vendor management expertise
Experience leading outsourced service delivery and holding vendors accountable.

View

Data-driven decision making
Ability to use service insights to drive operational improvements.

View

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