Head of Operations – Customer

About the role

Mercury is seeking a Head of Operations – Customer to lead and transform its back‑office operational capability. This two‑year fixed‑term role will shape the future of Mercury’s Customer business by building maturity, simplifying processes and improving efficiency.

Key responsibilities

• Lead back‑office operational teams, systems and processes across the Customer portfolio.
• Ensure billing, provisioning, meter reading, data management, market operations, broadband and mobile provisioning, supplier reconciliation and procurement activities are accurate, timely and compliant.
• Drive operational efficiency, simplification and continuous improvement across all systems and processes.
• Partner with senior leaders to embed clear accountability and stronger commercial ownership.
• Prepare the operation for future growth and transformation.

Required profile

• Proven experience leading large, complex operational environments.
• Track record of delivering transformation, operational excellence and performance improvement.
• Strong commercial mindset with ability to align teams to business objectives.
• Excellent stakeholder management and communication skills.

Required skills

What we offer

• Opportunity to influence a pivotal growth phase of a leading New Zealand brand.
• Exposure to both energy and telecommunications sectors.
• Collaborative environment focused on sustainability and innovation.