Customer Operations Manager
Location: Northern Suburbs, Melbourne VIC (Hybrid)
Employment Type: Full Time
Reports to: Head of Customer Success & Customer Operations
Keep Our Customer Operations Running at Their Best
At The Hello Co., we are passionate about connecting people through language. We provide interpreting and translation services across Australia and New Zealand, helping organisations communicate clearly and confidently when it matters most.
We are looking for an experienced Customer Operations Manager to oversee the day-to-day running of our Customer Operations function.
Reporting to the Head of Customer Success & Customer Operations, you will be responsible for turning operational priorities into daily action. You will help ensure our services run smoothly, customer requests are fulfilled efficiently, service standards are met, and our team is supported to perform at their best.
This is a hands-on leadership role for someone who enjoys being close to the operation, leading people, solving problems, improving processes and keeping things moving in a busy service environment.
About the Role
As Customer Operations Manager, you will manage the daily execution of our Customer Operations function across telephone interpreting, video interpreting, onsite interpreting, translations, customer support, workforce planning, recruitment support, service quality and customer feedback.
You will work closely with Customer Success, Technology, Finance and Product teams to support reliable service delivery, resolve operational issues, improve internal processes and ensure customers receive a consistent, high-quality experience.
This role is suited to someone who likes structure, accountability and action. You will need to be calm under pressure, confident leading a team and comfortable making practical decisions in a fast-paced environment.
What You Will Be Doing
Oversee the day-to-day running of the Customer Operations team.
Lead, support and develop Live Operator, Workforce Management, Recruitment and Customer Operations Support team members.
Ensure customer bookings and service requests are managed accurately, efficiently and within expected timeframes.
Support interpreter allocation, workforce coverage and service availability across telephone, video, onsite and translation services.
Monitor daily operational performance, including service levels, queue activity, fulfilment, quality outcomes and customer feedback.
Identify gaps in workforce coverage and support recruitment priorities for high-demand services and priority languages.
Work with recruitment and workforce planning teams to improve interpreter availability, engagement and coverage.
Investigate operational issues, incidents and customer escalations, identifying root causes and implementing practical solutions.
Oversee service quality activities, including quality reviews, complaint trends, feedback outcomes and follow-up actions.
Use reporting and operational data to identify trends, recommend actions and support informed decision-making.
Maintain clear operational procedures, process documentation and team knowledge resources.
Identify opportunities to improve systems, workflows, portals and internal processes.
Coordinate system issue escalation and resolution with the Technology team, ensuring operational impact and customer risk are clearly communicated.
Support customer onboarding, service setup, process design and implementation of new operational initiatives.
Support customer reviews and operational performance discussions where input from Customer Operations is required.
Build strong working relationships with interpreters, suppliers, contractors and external partners.
Ensure operational activities align with privacy, confidentiality, data handling, company policies and quality standards.
Support incident documentation, follow-up actions, internal communication and prevention activities.
Foster a positive, accountable and customer-focused team culture.
About You
You are an experienced operations leader who enjoys running a busy service environment and leading from the front.
You are practical, organised and solutions-focused. You like getting things done, supporting your team and making sure customers receive a reliable and professional service.
You will bring:
Experience leading customer operations, service delivery, contact centre or high-volume support teams.
Strong people leadership skills, with experience coaching, supporting and developing team members.
Experience with workforce planning, rostering, coverage planning, resource allocation or recruitment support.
Confidence using operational data and reporting to improve service performance and decision-making.
Experience reviewing customer feedback, complaints, quality outcomes and service issues.
Strong problem-solving skills, with the ability to investigate issues and implement practical solutions.
The ability to manage competing priorities in a fast-paced environment.
A strong focus on service quality, consistency, accountability and customer outcomes.
Experience working with suppliers, contractors or external service providers.
Strong communication skills and the ability to work well with internal and external stakeholders.
Sound understanding of privacy, confidentiality, risk management and incident resolution requirements.
A hands-on leadership style and a willingness to support the team when needed.
Experience within language services, interpreting, translation, healthcare, customer support, contact centre operations or another service-based environment will be highly regarded, but is not essential.
Why Join The Hello Co.?
At The Hello Co., you will join a growing Australian business where your work has a direct impact on our customers, our team and the communities we support.
We offer:
A supportive and collaborative leadership team.
A hybrid role based in Melbourne’s northern suburbs.
The opportunity to take ownership of day-to-day operational execution.
A role where you can make practical improvements and see the impact of your work.
A business that values initiative, accountability, service quality and continuous improvement.
Genuine opportunities for professional growth as the business continues to expand.
If you are a hands-on operations leader who enjoys leading teams, solving problems and keeping things running smoothly, we would love to hear from you.