Director Customer Operations

We are seeking a suitably experienced professional to fill the role of Director Customer Operations on a full-time, ongoing basis. The role will be based at Sydney Olympic Park with some hybrid work options.

We offer a competitive salary to the right candidate with total remuneration package ranging from $224,384 up to $248,487 per annum inclusive of superannuation.

Working with us

The Office of Sport is a unique workplace, where no two days are the same! Through our mission of Building Active Communities, we work tirelessly and with passion to improve the lives of people across NSW through sport and active recreation.

By providing leadership, policies, programs, funding and infrastructure, we make a difference to people’s lives – creating healthier people, connecting communities and making a stronger NSW. Our team members are collaborative, creative, hardworking and innovative, brought together by a common goal of making sport and active recreation accessible and enjoyable for everyone in NSW.

About the role

The Director, Customer Operations leads the Asset Management and Customer Operations functions that support the Office of Sport’s network of Sport and Recreation Centres, Olympic Venues and Regional Offices. This role is fully accountable for all aspects of asset and office facility management, including shaping and directing the end-to-end Asset Management strategy, including asset management planning capital works delivery and advising on asset maintenance delivery across the Office of Sport Portfolio.

This role also manages and oversees the customer inquiry, reservation and payment functions for users of Olympic Venues and Sport and Recreation Centres as well as leading and shaping teams, systems and frameworks used to ensure front line services are delivered safely.

For more information view the role description.

About you

Our ideal candidate will possess the following attributes:

• a professional and approachable communication style, with excellent leadership, relationship management, planning and organisational capabilities
• A multi-disciplined background with a high-level knowledge base spanning across Asset and Customer Service.
• Excellent negotiation skills and an ability to influence and lead with a customer-centric mindset, aligning the organisation’s strategy, culture, and operations to meet and exceed customer expectations
• Demonstrated ability to develop and execute a strategic asset management plan that optimises the organisation’s asset portfolio, maximises returns and aligns with overall business objectives.

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.

Essential Requirements

• Proven leadership capabilities combined with relevant high level subject matter experience and a strong commitment to our values.
• Tertiary qualification in a relevant discipline, and/or equivalent knowledge, skills, and experience.
• Current Working with Children Check clearance.

The Office of Sport is a great place to work, we offer:

• A family friendly and flexible working environment
• A competitive salary
• Generous leave entitlements including recreation, sick/carer’s, family and community services, and flex leave
• Access to salary packaging, fitness passport and the Employee Assistance Program
• Skills and leadership development training programs
• Free onsite parking
• Convenient location, easy access to public transport and to shops

Our Commitment to Diversity and Inclusion

The Office of Sport is committed to building a workplace that values and supports diversity and inclusion. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islanders, LGBTQIA+ and people from culturally and linguistically diverse backgrounds.

The Office encourages applications from people with disability and will provide reasonable adjustments in our recruitment process and in the workplace. If you need an adjustment in the recruitment process, please call or email the contact person listed, and also advise us of your preferred method of communication.

The Office of Sport is committed to keeping children safe. It is the responsibility of all staff, regardless of role, to act to keep children safe from harm.

How to Apply

To apply for this role, you need click ‘Apply Online’ to submit your application, Job Reference No. 0000AEST.

When applying you need to:

• Provide your responses to the two pre-screening questions (maximum of 2 pages).
• Attach a cover letter to your online application (maximum 1 page)
• Provide a resume that details your current and previous experiences (maximum of 4 pages)

Further information about “Applying for a role in the NSW Public Service” is available on I work for NSW.

Pre-screening questions

1. Can you provide an example of a successful strategic asset management initiative you have led? How did it align with the organization's goals, and what impact did it have on overall efficiency and profitability?
2. Can you share an example from your experience where you led a strategic initiative to enhance the customer experience throughout the entire organization? What result did it have in improving customer satisfaction and loyalty and how did you lead the organization through the changes?

Notes

• For further information about the role please contact Cassie Tuckwell on 0418 355 329 and view the role description.
• The successful applicant will be subject to a National Criminal Records and Probity Check.
• This is a child-related position. You will be required to obtain a Working with Children Check (WWCC) clearance as a condition of employment. For more information, visit the Office of Children’s Guardian website.
• No offer of employment will be made until all relevant clearances are finalised.

Applications Close: Wednesday, 31 January 2024 at 11:59pm.

Thank you for your interest in this role. We look forward to receiving your application.