CX Operations Manager at Spacetalk

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

16 May, 26

Salary

0.0

Posted On

15 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

BPO Operations Management, Offshore Team Management, Operational Stability, Performance Optimization, Quality Assurance, Data Analysis, SLA Monitoring, FCR Improvement, AHT Reduction, CSAT Improvement, NPS Improvement, Knowledge Base Development, SOP Governance, Cost-to-Serve Optimization, Vendor Management, Stakeholder Alignment

Industry

Software Development

Description

Spacetalk is a proudly Australian technology company (ASX: SPA) with over 20 years of experience delivering innovative, family-focused solutions. We specialise in wearable technology, software, and mobile services designed to keep families safely connected—through purpose-built kids' smartwatches with GPS tracking, calling, school mode, emergency SOS, and more, all integrated with our app and trusted network coverage. Our mission is to help families embrace the chaos and stay confidently connected, providing peace of mind to parents while giving kids safe freedom to explore. About The Role We are seeking a driven CX Operations Manager to lead the day-to-day execution and optimisation of our offshore BPO support team in Cebu. This role is critical in ensuring operational stability, high performance, quality, and compliance while delivering actionable insights from support data to drive proactive improvements. You will enable our VP to focus on strategic initiatives (such as Intercom/AI enhancements, commercial enablement, and cross-functional alignment) by owning rigorous execution, building frontline capability, and cultivating a high-accountability culture. All operations must align with Australian regulatory standards, including children's safety, privacy, consumer law, and mobile service obligations, to deliver safe, reliable, and commercially valuable customer experiences. This is a hands-on operational leadership role with significant impact on customer satisfaction, cost-to-serve, and support readiness for our fast-evolving product roadmap. Key Accountabilities Own daily operational performance of the BPO support team, including real-time monitoring of queues, backlogs, SLAs, productivity, and service levels. Drive BPO performance across key metrics: agent productivity, SLA adherence, First Contact Resolution (FCR), Average Handling Time (AHT), CSAT, and NPS. Champion a customer-first culture; analyse feedback and verbatims to reduce repeat contacts and improve resolution quality while ensuring brand-aligned interactions. Partner with Product and Engineering to ensure support readiness for launches, firmware releases, and updates—including updated SOPs, training, knowledge base, capacity forecasting, and post-launch insights. Lead development and governance of a robust, scalable knowledge base (internal SOPs, troubleshooting flows, decision trees) to support FCR and reduce knowledge gaps. Identify inefficiencies and lead continuous improvement initiatives across people, process, and technology to optimise cost-to-serve without compromising quality. Act as primary operational interface with the BPO partner—leading reviews, ensuring contractual obligations, and supporting workforce planning. About You You are an execution-focused operations leader with a proven track record in customer support/BPO environments, particularly managing offshore teams. You thrive in fast-paced, data-driven settings and excel at remote/cross-cultural leadership. We welcome high-impact step-up candidates: those with ≤5 years of direct experience but backed by strong qualifications (e.g., top-tier degree) and a management consulting background (Macquarie, BCG, McKinsey, Bain, etc.) demonstrating exceptional execution, data-driven problem-solving, and stakeholder influence. Skills Essential 3–8+ years in customer support, BPO operations, or related roles, with demonstrated ability to manage offshore teams (Cebu/Philippines experience highly regarded). Strong operational execution mindset with bias for action and high accountability. Proficiency with Intercom (or similar CX platforms) and data/analytics tools for KPI dashboards, reporting, and root-cause analysis (e.g., Excel, Google Sheets, Looker/Tableau). Excellent verbal and written English communication for cross-cultural management and stakeholder alignment. Experience in performance management, SLA/KPI monitoring, and building accountability frameworks. Comfort working across time zones with remote teams and a customer-first mindset balanced with commercial awareness. Desirable Background in regulated industries or products involving children's safety, privacy, or consumer protections. Experience with product launch support, knowledge base development, or AI/automation in CX. Vendor/BPO governance and contract management experience. Familiarity with compliance processes (e.g., TIO, OAIC documentation). Competitive salary package commensurate with experience. Flexible hybrid working arrangements in Sydney. Opportunity to shape global CX operations in a high-growth ASX-listed tech company. Professional development through exposure to AI transformation, enterprise analytics, and strategic CX initiatives. Collaborative environment with direct access to senior leadership. Why Join Us? At Spacetalk, you'll be part of a purpose-driven team transforming family connectivity and safety through innovative technology. This role offers real ownership: you'll directly influence support scaling, team performance in Cebu, and the evolution of our customer experience as we grow. Align with our core values—Innovate (proactively improve processes and test rapidly), Engage (build high-trust, inclusive relationships across teams), and Elevate (drive outcomes and coach to higher standards)—while enjoying strong collaboration with Sydney-based Product, Engineering, and leadership. Development opportunities include exposure to global strategy, AI implementation, and a clear pathway to broader CX/operational leadership roles. If you're ready to drive operational excellence, optimise performance for a mission-critical service, and help families stay safely connected—apply now! To apply, please submit your resume and a cover letter outlining your relevant experience managing offshore operations and driving CX metrics. Spacetalk is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Responsibilities

The manager will own the daily operational performance of the offshore BPO support team, focusing on real-time monitoring, driving key metrics like FCR and AHT, and championing a customer-first culture through feedback analysis. They will also partner with Product and Engineering to ensure support readiness for product launches and lead the development of a scalable knowledge base.