Operations Manager

Operations Manager

YouTrip Australia is looking for an experienced Operations Manager to lead our offshore customer support team and own end-to-end customer operations for Australian users.

This role combines people leadership, operational ownership, and customer advocacy. You'll be responsible for the performance and capability of the offshore CS team, while also stepping back to see the broader customer journey — identifying patterns, root causes, and systemic improvements beyond individual tickets.

You'll work closely with Compliance, Legal, Product, and Marketing to ensure customer support not only resolves issues, but actively improves the overall YouTrip experience in Australia.

Your Mission

Build and lead a high-performing customer support operation that is customer-centric by design, compliant by default, and continuously improving at scale.

Key Responsibilities

Offshore CS Team Leadership

Directly manage the offshore customer support team handling Australian users

Set clear expectations around customer empathy, accuracy, tone, and resolution quality

Coach and develop team members to think beyond individual tickets and understand customer context

Foster a customer-first culture while maintaining strong risk and compliance discipline

Customer Operations, Escalations & Advocacy

Own the end-to-end customer support experience for Australian users

Manage complex, sensitive, or high-risk escalations (e.g. scams, fraud, ID verification)

Act as the final escalation point where customer outcomes and regulatory considerations intersect

Represent the voice of the customer in internal discussions, balancing short-term fixes with long-term improvements

Compliance & Regulatory Alignment

Partner closely with Compliance, Legal, and Operations to ensure CS handling aligns with Australian regulations and consumer protection expectations

Translate regulatory requirements into clear, practical guidance that supports both compliance and good customer outcomes

Ensure training materials and processes evolve as policies, products, or regulations change

Design, implement, and maintain SOPs, workflows, and escalation paths for AU customer support

Identify recurring customer pain points and systemic issues across the journey

Drive improvements that reduce repeat contacts, friction, and unnecessary escalations

Maintain a clear, usable knowledge base that supports consistent and high-quality support

Cross-Functional Collaboration & Bigger-Picture Thinking

Work closely with Product, Marketing, and Operations to anticipate customer impacts from launches, campaigns, or changes

Surface customer insights and trends to inform product improvements and roadmap decisions

Contribute to incident and issue management with a focus on root cause, not just resolution

Help ensure customer support is seen as a strategic function, not just a reactive one

Metrics, Reporting & Performance Management

Own customer operations KPIs including resolution time, CSAT, QA scores, backlog, and escalation volume

Use data to identify trends, risks, and opportunities for improvement across the customer lifecycle

Report clearly on performance and insights to local and regional stakeholders

About You

4+ years of experience in customer operations, customer experience, or support leadership

Proven experience managing offshore or distributed customer support teams

Strong customer-centric mindset, with the ability to zoom out and see the full customer journey

Background in fintech, financial services, or another regulated industry

Solid understanding of Australian customer expectations, consumer protection, and AML / KYC concepts

Comfortable operating in a fast-moving, high-growth environment

Skills & Attributes

Confident people manager with a coaching-led, customer-first leadership style

Strong judgement when balancing customer experience with risk and compliance

Operationally strong, with the ability to turn insights into scalable solutions

Clear communicator who can simplify complex regulatory requirements

Data-driven, using metrics to drive both performance and customer outcomes

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Other |

Industries :

IT Services and IT Consulting

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