OEM Operations Manager overseeing day - to - day operations and managing technical support at the OEM site for Safran Passenger Innovations. Leading OEM support teams to ensure customer satisfaction and operational efficiency.
About the role
- Operations Manager for YouTrip Australia overseeing offshore support and customer operations. Driving customer satisfaction and compliance in a high-growth fintech environment.
Responsibilities
- Directly manage the offshore customer support team handling Australian users
- Set clear expectations around customer empathy, accuracy, tone, and resolution quality
- Coach and develop team members to think beyond individual tickets and understand customer context
- Foster a customer-first culture while maintaining strong risk and compliance discipline
- Own the end-to-end customer support experience for Australian users
- Manage complex, sensitive, or high-risk escalations (e.g. scams, fraud, ID verification)
- Act as the final escalation point where customer outcomes and regulatory considerations intersect
- Represent the voice of the customer in internal discussions, balancing short-term fixes with long-term improvements
- Partner closely with Compliance, Legal, and Operations to ensure CS handling aligns with Australian regulations and consumer protection expectations
- Translate regulatory requirements into clear, practical guidance that supports both compliance and good customer outcomes
- Ensure training materials and processes evolve as policies, products, or regulations change
- Design, implement, and maintain SOPs, workflows, and escalation paths for AU customer support
- Identify recurring customer pain points and systemic issues across the journey
- Drive improvements that reduce repeat contacts, friction, and unnecessary escalations
- Maintain a clear, usable knowledge base that supports consistent and high-quality support
- Work closely with Product, Marketing, and Operations to anticipate customer impacts from launches, campaigns, or changes
- Surface customer insights and trends to inform product improvements and roadmap decisions
- Contribute to incident and issue management with a focus on root cause, not just resolution
- Help ensure customer support is seen as a strategic function, not just a reactive one
- Own customer operations KPIs including resolution time, CSAT, QA scores, backlog, and escalation volume
- Use data to identify trends, risks, and opportunities for improvement across the customer lifecycle
- Report clearly on performance and insights to local and regional stakeholders
Requirements
- 4+ years of experience in customer operations, customer experience, or support leadership
- Proven experience managing offshore or distributed customer support teams
- Strong customer-centric mindset, with the ability to zoom out and see the full customer journey
- Background in fintech, financial services, or another regulated industry
- Solid understanding of Australian customer expectations, consumer protection, and AML/KYC concepts
- Comfortable operating in a fast-moving, high-growth environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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