About the role

We’re seeking a Senior Manager, Customer Service Operations & Enablement to be accountable for enabling the effective, scalable and resilient delivery of Customer Service operations through strong platforms, workforce capability, performance reporting and insights, planning and change execution.

Day-to-day, you will:

• Translate Customer Service strategy into an integrated enablement roadmap spanning platforms, capability, programs and insights
• Provide leadership and accountability for the Customer Service platform ecosystem through the Amazon Connect Manager
• Be the key Lead and Subject Matter Expert responsible for the effective delivery of Customer Service initiatives (including those managed directly, in partnership with Strategic programs and across the value chain), end‑to‑end delivery of Customer Service initiatives through the Program Lead
• Oversee service reporting, insights and performance analysis

This role will suit someone with a curious mind and transferrable skills and experiences, including:

• Senior leadership experience in service enablement, operations, platforms or transformation
• Demonstrated experience leading multidisciplinary teams across platforms, insights, training and change
• Strong delivery and execution capability in complex, matrixed environments
• Experience working closely with technology platforms and service enablement functions

If you meet some of these requirements, but not all, we encourage you to submit your application.

About Transurban

At Transurban, we show up with an open mind and a focus on what matters. Here, your work shapes real-world outcomes.

Every day, we step into our customers’ shoes to understand what creates the most value for them on and off the road.

Through smart technology and continuous innovation, we’re redefining how roads and infrastructure connect communities, and make our cities safer, easier, and more efficient.

With us, you’ll learn, grow, and broaden your skills through purposeful work. And together we are guided by our purpose to “Be the link between people, places and progress”.

You’ll continue to receive great benefits, including:

• A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
• Learning and development opportunities to support your career interests
• Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
• Share offers and insurance benefits
• Social activities, community give-back programs and paid volunteer days

• Translate Customer Service strategy into an integrated enablement roadmap spanning platforms, capability, programs and insights
• Provide leadership and accountability for the Customer Service platform ecosystem through the Amazon Connect Manager
• Be the key Lead and Subject Matter Expert responsible for the effective delivery of Customer Service initiatives (including those managed directly, in partnership with Strategic programs and across the value chain), end‑to‑end delivery of Customer Service initiatives through the Program Lead
• Oversee service reporting, insights and performance analysis

• Senior leadership experience in service enablement, operations, platforms or transformation
• Demonstrated experience leading multidisciplinary teams across platforms, insights, training and change
• Strong delivery and execution capability in complex, matrixed environments
• Experience working closely with technology platforms and service enablement functions

• Senior leadership experience in service enablement, operations, platforms or transformation
• Demonstrated experience leading multidisciplinary teams across platforms, insights, training and change
• Strong delivery and execution capability in complex, matrixed environments
• Experience working closely with technology platforms and service enablement functions