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Urgent! Customer Experience & Operations Manager Job Opening In Wellington – Now Hiring Monster Group
Customer Experience & Operations ManagerWellington, New Zealand | Posted on 07/02/2025At Monster Group, we believe in empowering customers through simplicity, clarity, and service that saves time, money, and confusion.
As a fast-growing, multi-brand organization with global reach — including Electricity Monster, Internet Monster, and Solar Monster — our Philippines contact center is at the heart of everything we do.We're now looking for a Customer Experience & Operations Manager to lead this high-performing team.
This is a pivotal role, one that blends strategic oversight with hands-on leadership across our sales, customer service, and quality assurance areas.Key ResponsibilitiesManage, coach, and develop team leads, supervisors, and agents across CS, Sales & QAFoster a performance-driven and customer-obsessed team culture within our PH OperationDrive employee engagement and retention through leadership, recognition, and supportPlay a pivotal role in hiring, onboarding, and L&D in partnership with HR and Talent AcquisitionOperational ExecutionEnsure teams meet or exceed daily, weekly, and monthly KPIsContinuously optimize operational workflows for, conversion rates and call qualityLead and scale SOPs across Sales, Support, and QA with strong compliance alignmentCustomer Experience & StrategyServe as the operational voice in customer journey improvement effortsPartner with Marketing and Tech to drive process automation, CRM enhancements, and self-service initiativesAnalytics & ReportingAnalyze performance data to identify trends, root causes, and improvement opportunitiesPrepare and present operational performance updates to senior leadershipLead continuous improvement projects with measurable business impactCross-Functional CollaborationWork with global teams (NZ, UK, SA) to align on sales scripts, service messaging, compliance, and trainingEnsure quality and brand consistency across all touchpointsSupport implementation of new technologies, tools, and customer platformsRequirements6–10 years' experience in call center leadership roles, preferably in performance-driven, fast-scaling environmentsProven ability to lead teams across customer service, outbound sales, and QA functionsStrong understanding of call center metrics, workforce planning, coaching methodologies, and QA frameworksHands-on familiarity with CRMs, dialers, and QA tools (e.g. ZOHO Suite, 8x8 etc)Strong analytical skills with a data-led mindset for decision-makingExcellent communicator with the ability to lead in high-pressure environmentsPassion for service, people, and process excellenceAbility to work remotelyAt Monster Group, we don't just hire, we build futures.
From humble beginnings in 2015 helping Australians save on their energy bills, we've grown into a category-leading player in the energy, telco, and solar space.
But our biggest strength?
Our people.We've created a culture that's performance-driven but people-first, high-growth but down-to-earth, and full of real opportunity.
You'll join a passionate team where your ideas are valued, your experience is respected, and your success is celebrated.
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Unlock Your Customer Experience Potential: Insight & Career Growth Guide
Real-time Customer Experience Jobs Trends in Wellington, New Zealand (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Customer Experience in Wellington, New Zealand using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 2677 jobs in New Zealand and 175 jobs in Wellington. This comprehensive analysis highlights market share and opportunities for professionals in Customer Experience roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Monster Group is currently hiring and seeking a Customer Experience & Operations Manager to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Customer Experience & Operations Manager Jobs Wellington.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Monster Group adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Customer Experience & Operations Manager Jobs New Zealand varies, but the pay scale is rated "Standard" in Wellington. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Customer Experience & Operations Manager typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
To improve your chances of getting hired for Customer Experience & Operations Manager, consider enhancing your skills. Check your CV/Résumé Score with our free Resume Scoring Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.
Here are some tips to help you prepare for and ace your job interview:
Before the Interview:To prepare for your Customer Experience & Operations Manager interview at Monster Group, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Monster Group's products or services and be prepared to discuss how you can contribute to their success.
By following these tips, you can increase your chances of making a positive impression and landing the job!
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