The Operations and Customer Service Manager is responsible for the operational backbone of JOOLA Australia Pacific. The role oversees fulfilment quality, customer experience, inventory accuracy, marketplace delivery, and 3PL performance. It requires a hands-on operator with the judgement and leadership capability to drive continuous improvements, anticipate risks, and ensure JOOLA Australia Pacific meets operational and customer service standards as it scales.
Key Responsibilities
1. Operations Leadership
* Lead the end-to-end operational function, ensuring fulfilment, logistics, and customer operations meet required performance levels
* Establish and continuously improve SOPs, service standards, and operational processes for the Australia Pacific market
* Oversee inbound supply planning, stock accuracy, cycle counts, and reconciliation together with APAC Supply Chain
* Drive operational readiness for campaigns, product launches, and seasonal demand peaks
2. Customer Experience Management
* Lead the customer service function, ensuring service quality, timely responses, and consistent handling of escalations
* Set service standards, create customer communication frameworks, and manage complex or sensitive cases
* Analyse customer incidents and implement system or process changes to reduce repeat issues
* Coordinate with 3PL and commercial teams on high-impact customer scenarios such as warranty cases, replacements, or delayed shipments
3. Marketplace and Channel Operations
* Oversee marketplace operational health for Amazon AU and Shopify
* Manage operational metrics including defect rates, on-time delivery, cancellations, and customer satisfaction scores
* Provide operational support to retail and distributor partners, ensuring delivery accuracy and issue escalation is handled effectively
* Work with the General Manager to ensure operational commitments to partners are met consistently
4. Reporting, Risk Management, and Continuous Improvement
* Produce weekly and monthly operational performance reports covering fulfilment, customer service, inventory, and marketplace metrics
* Identify operational risks early and execute mitigation plans
* Lead continuous improvement initiatives to increase reliability, reduce operational errors, and improve customer satisfaction
* Partner with APAC Supply Chain, Finance, and Marketing to ensure alignment on demand planning, campaign readiness, and cost control
What We Are Looking For
* Strong operational leadership capability with the ability to own and improve end-to-end processes
* Ability to manage external vendors and drive accountability on performance
* Clear communicator with confidence handling escalations and partner interactions
* Highly organised and disciplined operator who can maintain accuracy across multiple workstreams
* Strategic problem solver with strong judgement in operational and customer-facing decisions
Preferred Experience
* 4 to 7 years in operations, fulfilment, customer service, logistics, or supply chain in an e-commerce, retail, or distribution environment
* Proven experience managing logistics vendors
* Strong familiarity with Shopify, Amazon Seller Central, or other marketplace systems
* Proficiency in Excel or Google Sheets for reporting, analysis, and reconciliation
* Experience operating in a scaling or lean environment is an advantage
Why Join Us
* Lead the operational and customer experience functions for a fast growing Global sports brand
* High ownership role with visibility to Global and APAC leadership
* Opportunity to build and strengthen the operational foundation as JOOLA Australia Pacific expands
* Dynamic, fast paced environment with room to influence how the market operates
* Hands-on role with autonomy and meaningful impact across customers, partners, and marketplaces
* At JOOLA, we value diversity and inclusion and welcome applicants from all backgrounds. Join our team and help us spread the joy of Pickleball in Australia, New Zealand, and the Pacific while advancing your operations and customer service career with a leading global sports brand.