Job Title

This is a Customer Experience & Change Manager role with one of the leading companies in AU right now Prezzee with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Prezzee Were looking for a talented and people-focused Customer Experience & Change Manager to join our Customer Care team on a 12-month fixed-term contract for maternity leave coverage. This is a hands-on, high-impact role where youll help drive operational excellence, lead change, and elevate the voice of the customer across global markets. This is a hybrid role based in Sydney, Australia or Melbourne, Australia. We work Mon-Thurs in office and work from home on Fridays. What you''ll be doing: Customer Experience & Operational Support - Champion smooth, effective operations across all customer support channels. - Collaborate with regional Customer Care Managers and Tribe Leads to resolve issues, support commercial partners, and drive continuous improvement. - Monitor and report on agent productivity, workforce planning, and performance across regions. - Lead CRM governance and change within Zendesk and other tools, acting as the primary escalation point. - Identify data-driven opportunities to enhance customer experiences and team performance. Change & Project Delivery - Lead and deliver key customer care transformation projects. - Drive change management programs, including communications, stakeholder engagement, and training. - Collaborate on cross-functional initiatives that improve the way we serve our customers. - Customer Delight & Insights - Monitor customer feedback and trends to influence support strategies and product improvement. - Work with business stakeholders to enhance end-to-end customer journeys. - Champion customer confidentiality and data integrity across all support processes. - Create and update customer care documentation, Help Centre articles, and internal resources. Governance & Compliance - Ensure ISO compliance for Customer Care operations. - Analyse Zendesk statistics and compile insights to inform continuous improvement. What youll bring: - Proven experience leading or supporting customer support teams (bonus if youve worked in a global, fast-paced environment). - Strong stakeholder management skills you''re great at influencing, even from a distance. - Experience with contact centre systems (Zendesk knowledge = huge plus). - Knowledge of customer experience metrics and service excellence best practices. - A knack for managing ambiguity, driving change, and thriving in a dynamic hybrid workplace. - Exceptional communication skills and a collaborative, team-first mindset. - A continuous improvement attitude always looking for whats next and how we can be better. - A passion for emerging technologies and AI powered solutions Bonus points for: - Qualifications in Change Management, Leadership, or Change Management. - Experience in ISO or other compliance environments. - Experience with emerging technologies and AI - A flexible and proactive approach to work, especially during peak periods or when handling escalations. - Benefits - We run an incentive scheme based on both company-wide targets and individual performance - Employee referral program and staff discounts - We have regular virtual and face-to-face events to help us bond and maintain our community vibe - We also offer flexible hours, Culture Swap Days & 30 day work from anywhere* - Self led online learning to formal Leadership Development programs, as well as industry specific learning opportunities and Lunch & Learn sessions - Fortnight FIRE Fridays where teams come collaborate to spark with Formative Ideas, Research and Experiment in tech improvements - Be an advocate or ally and create connection and belonging in our employee Resource Groups such as EmpowHer and Pride. - Telus Wellbeing platform to support your mental, social, financial and physical wellbeing If you dont think you''re a perfect fit, you should still sign up to Hatch and create a profile, we''ll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career thats right for them. We model this in our hiring process for our partners like Prezzee. Applying here is the first step in the hiring process for this role at Prezzee. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.