About us

About the role

Help transform customer experience

At Officeworks, we're passionate about bringing big things to life for our customers, our team, and our communities. We're looking for a strategic and customer-obsessed Continuous Improvement Manager to lead transformational initiatives that enhance the customer experience, improve operational efficiency, and shape the future of our Customer Contact Centre.

This is an exciting opportunity to lead meaningful change across customer journeys, leveraging automation, AI, self-service solutions, and process improvement to deliver better outcomes for both customers and team members.

Reporting to the Head of Customer Operations, you will play a pivotal role in identifying opportunities across the end-to-end customer journey and delivering a robust continuous improvement roadmap in partnership with our managed service provider. You'll combine customer insights, operational expertise, and strategic thinking to drive innovation, optimise service delivery,



and resolve complex customer issues that require collaboration across multiple business functions.

As our Customer Contact Centre Continuous Improvement Manager, you will:

You'll combine customer insights, operational expertise, and strategic thinking to drive innovation, optimise service delivery, and resolve complex customer issues that require collaboration across multiple business functions.
- Lead customer experience transformation initiatives across the Customer Contact Centre.
- Identify customer pain points and drive continuous improvement across end-to-end customer journeys.
- Build and manage an improvement pipeline focused on AI, automation, self-service, and operational efficiency.
- Leverage customer insights and data to solve process challenges and inform strategic decision-making.
- Partner with our managed service partner to deliver service enhancements, quality improvements, and transformation programs.
- Champion service excellence through qua

📌 Continuous Improvement Manager (Vic)
🏢 Officeworks
📍 Vic