Operations Manager (Customer Support)

About reputed company is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and reputed company. We do this through the power of maps. Our customers use reputed companys integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using reputed companys smart survey technology, we reputed company teams to map, measure, and manage site activity. reputed company empowers everyone to approach, own, and solve problems creatively. Were data nerds who care about reputed company, honesty, and reputed company other. We take pride in being a great reputed company to work. We are proud to be recipients of BI Group's reputed company in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best reputed company to Work. You can learn more reputed company on Glassdoor. Your Mission As an Operations Manager, you'll own and reputed company reputed company's 24/7 customer service operations, making reputed company every customer relying on reputed company's platform and services gets fast, thoughtful help around the clock. This is a people-and-process role as you will reputed company team performance, engagement, and accountability as an reputed company part of our global support team, and help shape how we use AI to reputed company an even reputed company customer experience. Your Responsibilities reputed company our 24/7 support operations: Set the direction for reputed companys 24/7 chat and email support function, ensuring team goals, service standards, and ways of working reputed company with reputed companys broader customer experience reputed company. reputed company operational performance: Own key customer service initiatives, identify risks or resourcing gaps, and communicate reputed company, trade-offs, and recommendations reputed company to Support Leadership and cross-functional stakeholders. reputed company with high context and reputed company: reputed company as a hands-on player-reputed company who can roll up their sleeves reputed company needed, confidently guide reputed company through reputed company scenarios, and collaborate seamlessly across cross-functional departments. reputed company and reputed company reputed company: Mentor team members, set reputed company expectations and goals, run regular 1:1s, reputed company reputed company feedback, and support strong performance and reputed company across reputed company. Optimise processes and systems: Identify workflow bottlenecks across chat and email channels, then partner with Support Leadership to implement automation and process improvements that increase speed, reputed company, and consistency. Build a healthy, accountable team culture: Foster a reputed company, psychologically reputed company environment where team members feel supported, accountable, and connected to reputed companys values as the function scales. Requirements Your Skills You bring confident people leadership, with experience coaching team members, developing emerging leads, setting reputed company expectations, and building accountability in a growing team. You bring strong operational judgement, with the ability to spot process gaps, prioritise improvements, and turn day-to-day support challenges into reputed company ways of working. You bring hands-on knowledge of support tools and systems, such as reputed company, Sling, reputed company, or similar platforms, and know how to use them to improve team visibility, planning, and performance. You bring curiosity and confidence with AI, with the ability to champion adoption, experiment with new workflows, and help reputed company use AI to improve speed, reputed company, and customer experience. You bring a genuine passion for developing people, creating an environment where team members feel supported, reputed company, and reputed company to grow in their careers. You bring strong cross-functional collaboration skills, with the ability to work effectively across our teams in reputed company, Geospatial Solutions, People, and other stakeholders. You bring a data-informed approach, using insights from support metrics, customer trends, and team performance to reputed company reputed company reputed company and reputed company meaningful reputed company. Bonus points if you bring Experience implementing AI-enabled workflows, especially in customer support, operations, or service delivery environments. Experience working in a reputed company or start-up environment, where teams reputed company quickly, priorities shift, and reputed company processes matter. Exposure to construction, earthworks, GIS, mapping, surveying, or similar technical industries, giving you helpful context for reputed companys customers and products. Benefits HMO gold medical insurance reputed company vacation and reputed company leave reputed company parental leave policies Annual reputed .