Spacetalk

CX Operations Manager

Spacetalk

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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Tech Stack

Tableau

About the role

  • Own daily operational performance of the BPO support team, including real-time monitoring of queues, backlogs, SLAs, productivity, and service levels.
  • Drive BPO performance across key metrics: agent productivity, SLA adherence, First Contact Resolution (FCR), Average Handling Time (AHT), CSAT, and NPS.
  • Champion a customer-first culture; analyse feedback and verbatims to reduce repeat contacts and improve resolution quality while ensuring brand-aligned interactions.
  • Partner with Product and Engineering to ensure support readiness for launches, firmware releases, and updates—including updated SOPs, training, knowledge base, capacity forecasting, and post-launch insights.
  • Lead development and governance of a robust, scalable knowledge base (internal SOPs, troubleshooting flows, decision trees) to support FCR and reduce knowledge gaps.
  • Identify inefficiencies and lead continuous improvement initiatives across people, process, and technology to optimise cost-to-serve without compromising quality.
  • Act as primary operational interface with the BPO partner—leading reviews, ensuring contractual obligations, and supporting workforce planning.

Requirements

  • 3–8+ years in customer support, BPO operations, or related roles, with demonstrated ability to manage offshore teams (Cebu/Philippines experience highly regarded).
  • Strong operational execution mindset with bias for action and high accountability.
  • Proficiency with Intercom (or similar CX platforms) and data/analytics tools for KPI dashboards, reporting, and root-cause analysis (e.g., Excel, Google Sheets, Looker/Tableau).
  • Excellent verbal and written English communication for cross-cultural management and stakeholder alignment.
  • Experience in performance management, SLA/KPI monitoring, and building accountability frameworks.
  • Comfort working across time zones with remote teams and a customer-first mindset balanced with commercial awareness.
Benefits
  • Competitive salary package commensurate with experience.
  • Flexible hybrid working arrangements in Sydney.
  • Opportunity to shape global CX operations in a high-growth ASX-listed tech company.
  • Professional development through exposure to AI transformation, enterprise analytics, and strategic CX initiatives.
  • Collaborative environment with direct access to senior leadership.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
BPO operationscustomer supportperformance managementSLA monitoringKPI monitoringroot-cause analysiscontinuous improvementknowledge base developmentdata analysiscapacity forecasting
Soft Skills
operational executionaccountabilitycustomer-first mindsetcross-cultural managementstakeholder alignmentcommunicationleadershipproblem-solvingteam managementbias for action