About the client
Our client is a purpose-driven grocery delivery business focused on reducing food waste in Australia. They address the flaws in traditional farming supply chains, where a significant portion of fresh produce is rejected based on appearance rather than quality. By rescuing this produce and delivering it directly to households, they help ease environmental pressure while backing local farmers and creating a more sustainable food system.
About the role
The Senior CX Operations Lead is responsible for driving day-to-day performance across the Customer Experience team, ensuring alignment with delivery, stock, and product updates to support fast and consistent customer responses. The role acts as a key link between CX and other teams—analysing data, monitoring fulfilment, and managing service levels to meet key customer metrics. It also plays a critical part in supporting broader CX initiatives, helping to translate strategy into action through structured processes and cross-functional collaboration.
Key Responsibilities
- Oversee daily CX operations, ensuring service levels and team performance metrics are consistently met
- Act as the main liaison between CX and internal teams including warehouse, product, procurement, and marketing
- Manage escalations and high-priority service issues, ensuring timely resolution and communication with customers
- Identify and implement process improvements to streamline CX workflows and boost team efficiency
- Support new product launches and cross-functional projects by preparing documentation and coordinating execution
- Analyse data and trends to proactively address issues, drive improvements, and report on CX performance metrics
Skills & Competencies
- Strong communication skills with the ability to simplify complex updates for internal teams
- Operational mindset with a focus on structure, consistency, and efficiency
- Analytical thinking with confidence in interpreting data and identifying performance trends
- Calm, solutions-focused problem solver with high attention to detail
- Effective cross-functional collaborator who thrives in fast-paced environments
- Adaptable team player with excellent organisation and multitasking abilities
