We're on a mission to unlock the high-performance potential of retail. Our aim is to be the preferred analytics platform for the world's leading retailers. Over the past decade, Kepler Analytics has expanded from its Australian roots to serve 300 customers, with over 20,000 sensor installations across 35+ countries.
We're a rapidly growing team of retail experts, hardware engineers, software developers, data scientists, and operations specialists across Australia, Europe, and the US, working closely to make our retail customers succeed with data.
About the Role
The General Manager, Global Operations is a senior leadership role responsible for the end-to-end performance of Kepler's global operations, project management and customer support functions.
This role provides unified leadership across the full client lifecycle — from device production, logistics and field deployment, through to client program delivery and ongoing customer support — ensuring operational excellence and high levels of client satisfaction at every stage and in every region.
Reporting to the Chief Product and Operating Officer, you will lead a global leadership team spanning operations, project delivery and customer support, driving operational excellence and customer outcomes across APAC, EMEA and the Americas.
The Opportunity
As General Manager, Global Operations, you will:
Lead Kepler's global operations, project delivery and customer support functions across APAC, EMEA and the Americas.
Drive operational strategy, organisational capability and continuous improvement initiatives that support business growth.
Oversee the successful delivery of client programs, ensuring projects are delivered on time, on budget and to a consistently high standard.
Provide leadership to regional operations teams responsible for hardware production, logistics, field deployments and service delivery.
Lead the global customer support function, driving service excellence, SLA performance and customer satisfaction.
Build scalable processes, systems and governance frameworks across operations, delivery and support.
Partner closely with Sales, Customer Success, Product and Finance to align resources, capacity planning and operational priorities.
Act as the senior escalation point for complex operational, delivery and customer issues.
Drive operational reporting, performance measurement and data-driven decision making across the business.
Lead and develop a high-performing global leadership team, fostering accountability, collaboration and continuous learning.
About You
We're seeking a commercially minded operations leader who can balance strategic thinking with operational execution.
You'll bring:
10+ years' experience in operations, delivery, program management or related leadership roles.
Proven experience leading multi-region or global teams within a technology, hardware, SaaS or data-driven environment.
A track record of scaling operational functions, systems and teams across multiple geographies.
Strong project delivery and operational governance experience.
Experience overseeing customer support functions, service delivery frameworks and SLA performance.
Strong financial and commercial acumen, including budgeting, forecasting and resource planning.
Experience working with platforms such as Salesforce, Zendesk and Asana.
Exceptional stakeholder management and communication skills, including executive-level engagement.
The ability to lead distributed teams across multiple time zones and cultures.
Tertiary qualifications in Business, Operations Management, Engineering or a related discipline.
You will be based in Melbourne and comfortable working across a global environment with occasional international travel.
What's on Offer
Join us and enjoy access to a range of Kepler work perks:
Flexible working arrangements, with a Melbourne office base and occasional remote work flexibility.
Summer Fridays — enjoy a few extra hours back each week during the summer months.
Wellbeing support, including free and confidential counselling services for you and your immediate family.
Annual flu vaccinations paid by us.
Birthday leave to celebrate your special day your way.
This role requires flexibility in working hours to accommodate global operational needs across APAC, EMEA and the Americas.
Candidates will be subject to a nationally coordinated criminal history check.
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