Head of Customer Operations (ANZ)

About the role

We are seeking a senior leader to head MyHR’s customer function across New Zealand and Australia. The role focuses on building a high‑performing team, improving processes and leveraging technology to deliver a market‑leading HR service at scale.

Key responsibilities

• Lead and develop a team of approximately 28 HR professionals and team leads across ANZ.
• Drive operational excellence through process improvement, workforce planning and adoption of technology and AI.
• Ensure consistency in service delivery, quality standards and customer experience.
• Support leaders in creating an engaged, accountable team culture.
• Use customer and operational data to improve performance, retention and productivity.
• Manage complex customer escalations and design retention strategies.
• Partner with senior leadership to shape strategy, evolve service offerings and support growth.

Required profile

• Proven experience leading customer‑facing teams in a high‑volume professional services or SaaS environment.
• Strong ability to bring structure to complexity and improve team operations.
• Hands‑on leadership style with a passion for developing people.
• Confidence in using data and insights to drive decisions.

Required skills

• Experience with CRM platforms, preferably HubSpot.