Customer Operations Manager

Location: Bentley, WA

Work Type: Full Time | 18 month max term contract

Lead Customer Outcomes Across Regional WA

• At Horizon Power, we're powering regional communities, supporting
• economic growth and helping shape Western Australia's energy future.
• We're seeking an experienced Customer Operations Manager to lead a
• critical customer-facing portfolio spanning service delivery, operational
• performance, compliance and continuous improvement. Working across internal
• teams and key delivery partners, you'll play an important role in driving
• customer outcomes and service excellence across regional WA.
• If you're a strong people leader who thrives on improving
• performance, influencing stakeholders and delivering meaningful outcomes, we'd
• love to hear from you.
• Why Join Us?
• Working across multiple teams and stakeholders, you'll have the
• opportunity to drive meaningful improvements, lead change initiatives, and
• contribute to strategic decisions that impact both customers and the business.
• No two days will be the same, and you'll have the scope to make a genuine
• difference through your leadership, expertise, and ideas.
• You'll be supported by a collaborative team culture that values
• accountability, innovation and continuous improvement, while offering the
• chance to contribute to an organisation that plays an essential role in
• powering regional Western Australia.

What You'll Be Doing

• Leading a diverse customer operations portfolio spanning customer contact, billing and debt management, vulnerable customer support, quality assurance and knowledge management.
• Managing key service delivery partners and outsourced providers to ensure strong customer, operational and commercial outcomes.
• Driving operational performance through effective governance, service-level management, reporting and continuous improvement initiatives.
• Strengthening customer protection programs and support services for customers experiencing financial hardship, family and domestic violence and other complex circumstances.
• Providing leadership and oversight for complex customer issues, complaints, claims and escalations.
• Building capability across customer operations through clear standards, coaching, training and accountability.
• Balancing customer outcomes, compliance obligations, operational performance and budget requirements within a regulated environment.

What You'll Bring

• Proven leadership experience within customer operations, customer service, service delivery or contact centre environments.
• Strong experience managing outsourced service providers, vendor relationships and service performance outcomes.
• Demonstrated success leading operational improvement initiatives and driving service excellence.
• Experience working in a regulated environment with accountability for compliance, governance or risk management outcomes.
• The ability to influence and build productive relationships with a diverse range of internal and external stakeholders.
• Strong analytical, problem-solving and decision-making skills, with the ability to manage competing priorities and complex issues.
• Experience across areas such as billing, payments, collections, hardship programs, vulnerable customer support or customer operations governance will be highly regarded.
• Ready to Make an Impact?
• If you're looking for an opportunity to lead a critical customer
• operations function while contributing to the future of regional Western
• Australia, we'd love to hear from you.
• Applications close: 09/11/2026
• Please note that in some circumstances, advertising may close
• before the advertised closing date, so we encourage interested candidates to
• apply as soon as possible.

Position Description - Customer Operations Manager.pdf

Our

• workplace culture is created through every interaction, every experience and
• everything we do.
• Across our organisation, we recognise and reward people and offer work that
• works with you. We're committed to equality and celebrate the diversity of
• race, gender, sexual orientation, religion, ethnicity, and all characteristics
• that make our Horizon Power team so special. We strongly encourage applications
• from Aboriginal and Torres Strait Islander people. We are dedicated to ensuring
• that all candidates have equal opportunity and, if you require any adjustments
• during the recruitment process, please let us know - we’re here to support
• you. If you want more amazing reasons of why Horizon Power should be your
• employer of choice, check our careers page to find out more. https://www.horizonpower.com.au/about-us/careers/