Position Location: Melbourne, Australia (Hybrid)
Reporting to: Adrian Cassar, COO APAC
Overview
We’re looking for a hands‑on Head of Customer Operations to lift performance across Support, Professional Services and Customer Success in APAC, bringing the governance, consistency, and customer‑first discipline required for our high performing technical team to scale with confidence.
How we work
OneNaviam | Go Beyond | Be Excellent | Win Together
Why Naviam
* Join a global leader in Enterprise Asset Management (EAM) software and an IBM Premier Partner
* High‑growth, profitable business (10x growth in 4 years) with a strong delivery culture
* Work regionally across APAC (Australia, NZ, Singapore, Malaysia, Hong Kong, and Macau) with a truly global team
The opportunity
* You’ll own Customer Operations across APAC (Support, Professional Services, and Customer Success), bringing strong governance, workforce planning and performance rhythm
* You’ll partner with Team Leads to align people, process and tools so that delivery is consistent, scalable and customer‑first
* You’ll help shape how we run Customer Success in APAC, embedding scalable frameworks that drive adoption, retention, and expansion while lifting the overall customer experience
What You’ll Be Great At
* Own APAC service governance end‑to‑end: prioritisation, SLAs, escalation paths, service reporting and quality assurance
* Drive continuous improvement and smart automation to lift customer experience, quality, and throughput with a focus on making governance feel like an enabler, not overhead, for a technical team
* Make capacity predictable: run forecasting, allocation and utilisation so the right people are on the right work at the right time
* Coach and develop a high‑performing, customer‑centric team: clear expectations, feedback loops and growth plans
* Be the APAC voice in global Customer Operations and Customer Success—adopt what works, improve what doesn’t, and share local insights
* Lead cross‑functional alignment on escalation paths and incident response
What You’ll Bring
* Proven experience leading service or customer operations teams in a B2B environment (SaaS/tech preferred), ideally with exposure to technically sophisticated support and delivery teams
* Building governance that sticks: SLAs, incident/escalation management, reporting cadence and quality control
* Forecasting, capacity planning and utilisation management, and using data to make trade‑offs visible
* Working knowledge of ITIL (Incident/Change/Problem) and strong delivery fundamentals
* Strong stakeholder management—able to influence across Sales, Delivery and global leadership
* A practical, data‑led approach; confident turning metrics into action
* Curiosity about automation/AI and a bias to simplify, without compromising customer outcomes
* Change management capability, where you can embed new ways of working in teams with strong existing culture and high technical standards
* Melbourne‑based (hybrid) with occasional travel within Australia and internationally
What Success Looks Like (first 6–12 Months)
* Service performance is visible and reliable: clear dashboards, predictable cadence, and SLAs consistently met
* Escalations are handled fast and well, and the root causes are addressed so issues don’t repeat
* Capacity and utilisation are under control, with fewer surprises and better delivery predictability
* Customer Success ways of working are embedded across APAC, lifting adoption, retention signals and customer outcomes
* The team has embraced the governance and operational frameworks where they are working smarter, not harder
Interested? Share your CV and a short note on the service operations problems you love solving.
#J-18808-Ljbffr