Assistant Operations Manager, Support

Company Description

About SEEK Pass

As a SEEK startup, SEEK Pass is revolutionizing the use of verified data in the labour market. Through our deep integrations with SEEK, we enable job seekers to standout by sharing verified qualifications, licences and credentials early in the recruitment process. For employers, this makes it much easier for them to find people that truly meet their role requirements.
We have a high-powered team with significant autonomy and focus which can also tap into the huge reach, capabilities and assets of SEEK. This puts SEEK Pass in an excellent position to move fast, deliver real value, and scale up quickly. Find out more about SEEK Pass by visiting: https://seekpass.co/au

Life at SEEK

SEEK’s purpose is at the centre of everything we do. Our SEEK, which defines the way we work, is all about what makes us unique and a little bit different. Passion, Team, Delivery and Future are our principles that drive innovation and creativity. SEEK strives to support employee wellbeing by providing an amazing experience at work which led us to being named AFR BOSS Top 10 Best Places to work in technology for the fourth year in a row. We are proud to work in an environment that's inclusive where everyone's unique ideas, experiences and perspectives are valued.

Job Description

As an Assistant Operations Manager, you will play an important role in assisting the Senior Operations Manager to support the day-to-day running of SEEK Pass Customer Support and ensuring the consistent, reliable and timely delivery of positive, high-quality outcomes for our customers and users as we scale our operations. Please note that, while this role does not include direct reports, it requires you to play a key role in providing coaching, mentoring and guidance to your team members, fostering their growth and contributing to the team’s overall success.

SEEK Pass is a cross-functional scale-up that operates as a distinct business unit in SEEK. We currently employ over ~80 people across software engineering, product, operations, and commercial teams in Melbourne, Sydney and Kuala Lumpur. This role is based in Sydney, but occasional brief travel may be required.

Key responsibilities 

• Support the hiring and coordination of team members, for which you will provide coaching, guidance and support
• Lead the induction, training and quality assurance of a growing team
• Develop, implement and improve processes to increase efficiency and ensure a consistently high standard of service as well as the smooth operationalisation of new features and requirements
• Use operational insights to influence prioritisation and data-driven decision-making, and find opportunities for operational optimisations and product improvements
• Develop and drive operational plans, including setting clear goals and objectives, and establishing KPIs to measure success.

Qualifications

• Experience leading, developing and scaling a customer service team, with an ability to effectively influence and collaborate with others
• Possess a customer-focused mindset, with excellent written and verbal communication skills
• Exceptional judgement and decision-making skills, including an ability to prioritise the critical few things
• Ability to manage multiple priorities and initiatives, identifying trade-offs and communicating proactively
• Strong level of comfort with ambiguity, driving progress through an agile test-and-learn mindset
• Good high-level understanding of, or desire to learn, key technology concepts
• Ability to work in a cross-functional team to deliver innovative products and outcomes, and an ability to effectively influence and collaborate across multiple functions and teams
• Strong data-driven mindset, with experience defining key operational metrics and indicators, monitoring performance and identifying trends.

Additional Information

At SEEK we offer:

• Support of flexible working, including a mix of office and work from home days depending on your role.
• SEEK is committed to operating sustainably, certified carbon neutral for its business operations (through Climate Active), purchasing renewable energy for our office and working-from-home emissions and a target for net zero by 2030. 
• SEEKer Support, a confidential service that offers employees up to six sessions with a mental health professional of your choice.

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with diverse backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable mindset but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.

Should you require any specific support or adjustments throughout the recruitment process and beyond, please advise us and we will be happy to assist.

For this role, only those candidates with the eligible right to work will be considered.

SEEK kindly requests no unsolicited resumes or approaches from recruitment agencies and will not be responsible for any associated fees.