Operations Strategy & Improvement Manager at Koala

Sydney, New South Wales, Australia sydney
Posted a month ago

Koala’s mission is: Better furniture experiences, designed with the World in mind. Combining customer-centric products, a world-class technology and fulfillment platform, incredible customer service and social good; we are changing the way people buy and enjoy furniture to create happier, healthier habitats.

Why we have this role @ Koala

At Koala, our foundational commitment to customer obsession drives every aspect of our operations. The Customer Experience Improvement Manager role is pivotal in this mission, focusing on the identification and leadership of strategic initiatives that enhance our operational efficiency and customer satisfaction. Collaborating closely with the Director of Customer Experience, this role will spearhead projects that directly impact key performance indicators, including operational efficiency, customer satisfaction scores from targeted surveys, and cost-effectiveness. This position is not just about maintaining standards but elevating every touchpoint in our customer journey to ensure that every interaction with Koala exceeds expectations.


What key responsibilities does this role have @ Koala?

  • Develop and implement projects to enhance the Koala service offer across all touchpoints, leveraging operational metrics, customer feedback and process improvement methodologies.
  • Working closely with the functions across the operations department (e.g. Fulfilment, Customer Experience, New Ventures), own and drive continuous improvement initiatives.   
  • Identify inefficiencies in current Customer Service and Fulfilment processes. Propose/implement data led solutions to streamline operations with the objective of improving customer and Koala team member experience. 
  • Support and develop the overall strategic roadmap for the Operations department, working closely with the Chief of Staff department to ensure alignment with the overall business strategy. 
  • Work closely with marketing, sales, and product development teams to own and drive a cohesive customer experience for new product and iterative changes to SKUs.
  • Analyse customer, operational and financial data, identify trends and provide insights. Regularly report these findings to executive leadership with actionable recommendations.
  • Lead and mentor direct reports, ensuring high engagement and continuous skill development. 
  • Coach and support operations peers within the Operations department through partnership on complex projects. 
  • Stay informed of industry trends and competitor strategies to proactively recommend initiatives that will ensure Koala remains a trailblazer of customer experience excellence.

Ideal background…

  • Minimum 5 years of experience working in a customer experience role driving large scale projects. Consulting background is highly regarded. 
  • Minimum 2 years of experience in a leadership/ people management role
  • Customer obsessed - ability to ‘think like a customer.’ Our customers are at the heart of everything we do and we want to deliver a world class experience at every touchpoint
  • Excellent problem solving skills. Demonstrated ability breaking down complex problems and driving solutions to completion. 
  • Excellent project management skills. 
  • Strong ability to analyse complex data sets to derive meaningful insights and inform business decisions.
  • Excellent verbal and written communication skills, capable of effectively presenting ideas and engaging with both internal teams and external stakeholders.
  • Exceptional people management and leadership skills; ability to manage and motivate staff within a team environment


Treehouse Perks and Privileges…

Koala is only great when its employees are happy — and we’re one happy bunch! 

    • WFB/Hybrid working - We’re mixing it up with a couple of days back in the Alexandria Treehouse (office) and work from bed/home (WFB); we want you to do your best work the way that works for you, including from anywhere on the globe (T&Cs apply)!
    • Take a break - Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced. 
    • Tuesday lunches, Monthly barbies, socials and stocked kitchen - With an emphasis on healthy, local and organic produce.
    • Pet-friendly - The Koala Treehouse is as pet-friendly as they get!
    • Surprise & delight - The two-word combo at the core of everything we do. All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam. 
    • Support & wellbeing - Our employee experience respects and embraces all families, formed, found and evolving. You’ll have access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.
    • Accelerate your career - via our Learning Management platform Juno, as well as individual and team growth budgets and dedicated days. 
    • Short and long-term incentive plans ensure you benefit as Koala succeeds!  
    • Community & connection - We believe that simply doing ‘no harm’ isn’t good enough  So, how are we doing our part? BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding 1% and so much more.

All in all, the Koala Kommunity is a great place to hang out and belong to!

Koalities we look for…

At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We are ambitious. We are curious. We are selfless. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER arrogant and we adapt to change like Steve Smith under a short ball.  Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;)

There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognize that a diverse workforce is crucial to our success as a business.

To read more, check out our careersLinkedIn, or the great work we do with Work180.