Senior Manager

Reporting to the Group Head of Customer Care, you will be at the heart of our mission, playing a pivotal role in ensuring the seamless global operation of customer support, primarily focusing on the AU region, while also driving our global customer growth enablement and transformation agenda. This is an exciting opportunity to make a real impact!

Role based in either our Sydney or Melbourne office 

What You’ll Do

• Manage global customer operations, including CX changes, policies, and procedures.

• Lead the ANZ customer care team and oversee BPO partner performance, ensuring exceptional quality, resourcing, and operational delivery.

• Tackle escalated and complex customer enquiries and complaints.

• Track and report on KPIs, including CSAT, FCR, SLA adherence, occupancy, and utilisation.

• Drive CX transformation initiatives and embed exciting process improvements across the team.

• Maintain an unwavering focus on workforce management, forecasting, agent performance, productivity, and quality, ensuring we’re always at our best.

• Coordinate with tech and functional stakeholders to ensure operational readiness for product launches, marketing campaigns, and partner onboarding/offboarding.

• Support Product Squad quarterly deliverables, ensuring alignment and execution across teams.

• Analyse Zendesk statistics and compile accurate reports as required, providing insights that drive our success.

• Ensure ISO and PCI compliance for all Customer Care operations, maintaining our commitment to excellence.

What We’re Looking For

• Proven experience managing customer operations in a service-focused environment, including offshore or BPO teams.

• Excellent communication and interpersonal skills to build strong relationships with internal and external stakeholders.

• Highly organised, with strong decision-making and time management skills.

• A continuous improvement mindset, with robust process management skills and a focus on operational efficiency.

• Experience in workforce management, forecasting, KPIs, and operational metrics.

• Strong knowledge of contact centre systems (Zendesk or similar) is essential.

• Flexibility to work outside standard business hours for escalations or incident management, and to collaborate with global teams across time zones.

Benefits & Perks

• Prezzeeversary Leave – Enjoy extra annual leave for each year you’re with us!

• BirthYay Leave – Celebrate with a paid day off during your birthday month!

• Novated Car Leasing – A tax-smart way to bundle and pay for your car!

• ClassPass Membership – Fully covered monthly credits for fitness, wellness, and beauty activities!

• Office Allowance – A one-time payment to upgrade your workspace!

• Flexible Work Perks – Enjoy flex hours, Culture Swap Days, and 30 days working from anywhere per year!

• Prezzee Staff Discounts – Exclusive deals on Prezzee gift cards just for you!

• Wellbeing Support – Comprehensive mental, social, financial, and physical wellbeing support via Telus!

• Learning & Development – Access to LinkedIn Learning, job shadowing, industry programs, and engaging Lunch & Learn sessions!

• Employee Resource Groups – Be an advocate or ally through groups like EmpowHer and Pride!

• Parental Leave – Generous 12 weeks for primary and 4 weeks for secondary caregivers.

About Prezzee

Prezzee is a global leader in digital gifting and payments, having sold over 140 million gift cards through more than 1,500 brands, serving over 6 million customers worldwide! Our mission is to transform lives through the power of giving, leveraging borderless payment technology to help people connect and create unforgettable moments.

Founded in Australia nearly 10 years ago, Prezzee now operates across the United States, Canada, Ireland, the United Kingdom, Australia, and New Zealand.

We’ve been recognised as Foundry's Computerworld 2024 & 2025 Best Places to Work in IT, and we truly value diversity, collaboration, and innovation in everything we do.

Join a passionate global team united by our core values: Give Openness, Give Greatness, Give Magic, Give a Damn, Give Ingenuity!

Prezzee is an Equal Opportunity Employer. We encourage all candidates to apply, even if you don’t meet every requirement. Please let us know if you require any adjustments during the recruitment process, and feel free to share your pronouns!