Woods & Co Recruitment is excited to be recruiting an Operations Manager for a leading e-commerce retailer within the home improvement and interior products industry. This role will oversee a customer experience and E-commerce team within a leading global business and offers the chance to work with international markets, drive operational excellence and deliver exceptional customer experiences. If you have a background in operations, customer service and E-commerce and want to be part of a forward-thinking company, this is a fantastic opportunity.

This is an outstanding opportunity to lead a team, collaborate with offices in the UK, New York, and other markets, and make a meaningful impact within a growing organisation. The role provides excellent career progression prospects for those looking to expand their leadership experience in a global setting.

• What’s in it for you?Competitive salary package $110,000 - $140,000 + Super + Bonus
• Lead and manage a team of 12 local and offshore employees
• Office location South East Suburbs
• Exposure to international markets and a truly global business environment
• Opportunities for career advancement within a growing organisation
• Engage in continuous learning and professional development
• Be part of a supportive and solutions-focused team
• What Do you do : Lead and manage a team of 12 employees, including 6 locally based and 6 offshore
• Oversee customer experience and e-commerce operations, managing KPIs, SLAs, and productivity
• Monitor response times, ticket volumes, call activity, and customer satisfaction metrics
• Coach, develop, and performance-manage customer service agents
• Oversee customer enquiries across phone, email, and digital channels
• Identify opportunities to improve processes, efficiency, and customer experience
• Manage and optimise Zendesk, CXI, and ticketing systems
• Utilise Calabrio to monitor agent productivity and performance
• Prepare regular operational and performance reporting
• Handle escalations and ensure effective resolution of customer issues
• Drive continuous improvement initiatives within the customer experience function
• Support ongoing optimisation of the e-commerce customer journey
• What Do You Need?Proven experience in Operations and Customer Experience
• Must have E-Commerce Experience 
• Strong leadership skills managing teams of 10+
• Experience managing both local and offshore teams
• Exposure to working within a global market
• Solid understanding of SLA and KPI management
• High-volume customer service background, with And E-commerce experience essential
• Experience with Zendesk or similar ticketing platforms
• Strong reporting and analytical skills
• Experience with Calabrio or workforce management systems highly regarded
• Comfortable working within a global organisation
• Commercially savvy, solutions-focused, and highly customer-centric