Hybrid Operations Manager

at YouTrip

• Job title: Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sydney, Australia

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