Customer Service Group Lead, Commerce

Block

Location:
Australia, Melbourne

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The CS Group Lead - Consumer plays a critical role in managing the success of the CS Consumer Experience function within the Afterpay / Loan Servicing Cust Ops org and its support of the overall Commerce business unit. This includes proactive management of product and business change to ensure there is no adverse impact to Consumers and the readiness of our teams, as well as management, to lead the reactive elements where things don't go according to plan. You'll be responsible for all aspects of running the Afterpay / Clearpay Consumer experience inbound CS teams ensuring inbound contact and complaint resolution to SLAs and quality standards and responding to all elements of process and product change. You will be accountable for the delivery of service through our internal teams and selected partners ensuring that we tightly manage, review and maintain strong relationships and outcomes for our customers and internal stakeholders.

Job Responsibility:

Accountable for service delivery across ANZ CS teams
meeting overall service levels, compliance and regulatory obligations, ensuring great Consumer experiences, and focusing on maintaining employee engagement and strong partner relationships
Coaching and mentoring Team Leaders and executing on our Cust Ops people strategy for CS teams
Own the improvement roadmap and drive improvements in customer satisfaction / quality (CSAT, QA, Complaint reduction) and efficiency (TTR, AHT) across channels by understanding the support needs of our customers and building improvement strategies
Partner with Ops stakeholders such as Quality, WFO, Vendor Management, Content and Learning to deliver on service delivery expectations
Leverage technology to ensure we are delivering the most efficient and effective service through channel optimisation
Partner with the Product teams, to ensure new product delivery roadmaps are delivered with the customer experience and compliance at the centre of the design and execution
Proactively review and manage risks & create action plans to support where required to both protect the business and champion customer experience
Identify and drive process improvements and business opportunities, with a high degree of complexity and impact to ensure best in class operations, with a particular focus on cost optimisation, simplification, operations excellence, self service, and customer experience
Achieving high quality, balanced outcomes through solid partnerships with teams/stakeholders such as Product, Risk, Finance, Compliance & Policy teams
Ensure harmonisation of process and strategies across like Block Customer Ops teams to drive the best possible customer experience
Participate as the Senior Leader Operations Forums and support the overall execution of the Block Customer Ops and Afterpay / Commerce strategy

Requirements:

5+ years contact centre experience
navigating omnichannel environment meeting service levels and partnering with various Ops stakeholders to formulate insights to maintain and improve quality and productivity
Demonstrated Change management in a high paced, scaling operational environment
Experience in managing Operations processes/teams across multiple regions/ timezones
Expert stakeholder managements skills with the ability to partner with teams and department leaders
Excellent communication skills across a number of mediums (verbal, written and presentation)
A self-starter and someone who thrives under pressure
Resilient, ability to manage multiple competing priorities and think holistically
Ability to learn quickly, understand complex processes end to end in Operations, and the ability to manage/influence impacts across multiple programs

Nice to have:

A relevant BA/BS degree or related experience
Deep understanding of regulatory requirements and challenges including licensure obligations
Remote, global team management experience

What we offer:

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Additional Information:

Job Posted:
December 06, 2025

Work Type:

Hybrid work

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Customer Service Group Lead, Commerce - Consumer