Senior Manager, Customer Service Enablement

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 

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.  
 

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns. 

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact the Recruiter for the position.   
 

Ready to take on your next challenge? Apply today. 

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