Job Title

Customer Experience & Change Manager - 12 Month Fixed Term ContractJoin to apply for the Customer Experience & Change Manager - 12 Month Fixed Term Contract role at HatchCustomer Experience & Change Manager - 12 Month Fixed Term Contract1 week ago Be among the first 25 applicantsJoin to apply for the Customer Experience & Change Manager - 12 Month Fixed Term Contract role at HatchThis is a Customer Experience & Change Manager - 12 Month Fixed Term Contract role with Prezzee based in Sydney, NSW, AUPrezzee --Role Seniority - mid levelMore about the Customer Experience & Change Manager - 12 Month Fixed Term Contract role at PrezzeeAt Prezzee , we''re on a mission to deliver joy through digital gifting and exceptional customer experiences are at the heart of everything we do.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 DoingCustomer Experience & Operational SupportChampion 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 DeliveryLead 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 & InsightsMonitor 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 & ComplianceEnsure ISO compliance for Customer Care operations.Analyse Zendesk statistics and compile insights to inform continuous improvement.What Youll BringProven 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 solutionsBonus Points ForQualifications in Change Management, Leadership, or Change Management.Experience In ISO Or Other Compliance Environments.Experience with emerging technologies and AIA flexible and proactive approach to work, especially during peak periods or when handling escalations.BenefitsWe run an incentive scheme based on both company-wide targets and individual performanceEmployee referral program and staff discountsWe have regular virtual and face-to-face events to help us bond and maintain our community vibeWe 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 sessionsFortnight FIRE Fridays where teams come collaborate to spark with Formative Ideas, Research and Experiment in tech improvementsBe 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 wellbeingThe Prezzee Story Prezzee is a global digital gifting platform that creates human connections through remarkable gifting moments. We create leading digital gift solutions for consumers, businesses and 1000+ brand partners across the world. Founded in 2014, Prezzee has evolved from a two person Australian start-up to a global business with teams and operations in North America, United Kingdom, Australia and New Zealand.Oh, and if you''re wondering about our culture?Whilst our growth is compelling, we know its our people and culture that set us apart, and we''re equally proud of being recognised in Australia & New Zealand and in the UK as a 2022 & 2023 Great Place to Work, as well names Foundry''s Computerworld 2024 and 2025 Best Places to Work in IT.At Prezzee, every team member plays an important role in the business, leaving a unique footprint on Prezzees journey. Our team may be spread out across multiple time zones, but our core values remain the same no matter where you are in the world. As a future employee of Prezzee, you''re signing up to give openness, give greatness, give magic, and most importantly, always give a damn.Prezzee is an Equal Opportunity employer. We believe that diversity is the key to building the best products for our customers, team culture and growing our global business. Our diversity mission is for our people to be their most authentic selves, to inspire, innovate and celebrate within a culture of belonging. We do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.We are looking for people to help create human connections, make magic and shape the future of gifting so even if you dont think you quite meet all of the skills listed or tick all the boxes, wed still love to hear from you! Please let us know if you require any adjustments as part of the application and recruitment process, We also encourage you to let us know of your pronouns at any point of the process.We are a 2024 Circle Back Initiative Employer we commit to respond to every applicant.Before we jump into the responsibilities of the role. No matter what you come in knowing, youll be learning new things all the time and the Prezzee team will be there to support your growth.???? Please consider applying even if you don''t meet 100% of whats outlined ????Key Responsibilities Customer experience & operational support Change & project delivery Customer delight & insightsKey Strengths Customer experience management Stakeholder management Contact centre systems knowledge Change management Compliance experience Emerging technologiesWhy Prezzee is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career thats right for them. So when you apply you have the chance to show more than just your resume.A Final Note: This is a role with Prezzee not with Hatch.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeContractJob functionJob functionOtherIndustriesInternet Marketplace PlatformsReferrals increase your chances of interviewing at Hatch by 2xSign in to set job alerts for Customer Experience Manager roles.Sydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 2 weeks agoStrategic Customer Experience Manager - APJ (Based in Sydney or Melbourne)Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 days agoSilverwater, New South Wales, Australia 1 week agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 5 months agoSydney, New South Wales, Australia 2 weeks agoMacquarie Park, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia A$70,000.00-A$75,000.00 14 hours agoSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 3 weeks agoPyrmont, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 days agoSenior Customer Experience Manager, EarnerSydney, New South Wales, Australia 3 days agoCustomer Delivery Experience Manager, ACESSydney, New South Wales, Australia 2 weeks agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr