Head of Customer ANZ

About MyHR

MyHR is a leading HR technology firm in New Zealand, providing a combination of robust software solutions and expert human support to assist businesses in managing their workforce effectively. Their team addresses a wide range of HR issues, from routine employee inquiries to intricate employment challenges that need specialized advice. With over 13 years of steady growth, MyHR has developed a culture that embraces trust, adaptability, and innovative approaches, balancing professionalism with approachability and empathy.

Role Overview

As the Head of Customer ANZ, reporting directly to the Chief Product Officer, you will steer the customer operations team encompassing HR professionals and Team Leads across New Zealand and Australia. Your primary mission is to enhance the capability of this expert team to provide superior services as the company scales, striking a balance between people, processes, and commercial outcomes to ensure a leading market service delivery at scale.

Key Responsibilities

• Lead and nurture a team of around 28 staff across New Zealand and Australia.
• Enhance operational efficiency through refined processes, workforce planning, and the adoption of technology and AI.
• Standardize service delivery, quality benchmarks, and customer experience across regions.
• Foster a high-performance, engaged, and accountable team culture among leadership.
• Leverage customer and operational data to boost performance, retention, productivity, and service results.
• Handle complex customer escalations and spearhead customer retention efforts.
• Collaborate with senior leadership to shape strategy, evolve service offerings, and support expansion in ANZ, especially in Australia.

Candidate Profile

The ideal candidate will excel in customer operations leadership rather than being the foremost HR expert. Preference is given to those experienced in managing customer success, operations, or contact centers within professional services or SaaS environments. The successful applicant will be adept at streamlining complexity, optimizing team operations, and cultivating an environment conducive to high performance.

Essential Qualifications and Attributes

• Proven leadership of customer-facing teams in complex, specialized professional services or SaaS sectors.
• Strong skills in process optimization, workflow management, and achieving operational efficiencies.
• Capability to maintain a balance between operational efficiency and maintaining high-quality customer outcomes.
• A practical leadership approach combined with a dedication to developing and engaging teams.
• Proficiency in data analysis, system utilization, and insight-driven decision-making.
• Comfortable with technology platforms including CRMs and customer management tools; experience with HubSpot or equivalent is highly regarded.

Benefits and Culture

• Flexible and trusting work environment.
• A welcoming, high-performing workplace culture encouraging individuality.
• Complimentary onsite parking and breakfast each day.
• Access to a stocked beer fridge (including non-alcoholic beverages) and a work environment promoting social connection and enjoyment.
• Opportunities for travel to Australia as the business grows.

Additional Information

Applicants must be New Zealand citizens, residents, or hold valid visas permitting work in New Zealand. References will be requested later in the recruitment process but should not be included in initial applications. For inquiries, contact the recruiting contact person directly via phone referencing Job ID: 18085.