Head of Customer Operations

About the AMS Group

The Australian Motoring Services (AMS) Group provides the most trusted brands in Australia with end-to-end solutions – from automotive batteries, roadside assistance and EV charging networks to travel and rewards solutions. We’re the team that keeps people and businesses moving safely. And we’re backed by the Mobility Clubs of Australia (NRMA, RACV, RACQ, RAA, RAC and RACT).

The mobility sector is a dynamic and fast-evolving market sector. With innovation in the automotive and energy storage spaces, the AMS Group through its businesses – Assist Australia, Chargefox, and Club Assist – is leading the charge in this exciting market.

From keeping people on the move to creating a sustainable future for all, your work across the AMS Group matters. We’re innovating, growing and driving positive change for our partners and customers.

Assist Australia provides automotive customers with wholesale roadside assistance, collision assistance and connected car emergency calls through the support of a national call centre team. Assist Australia supports about 2.7 million vehicles with roadside assistance.

AAA Travel and AMS Rewards procures and manages national rewards and benefits for mobility club members from retail discounts to insurance offerings, and with a reach of about 70% of Australian households.

Chargefox is Australia's largest and fastest-growing EV charging platform managing thousands of charging sessions across regional and national charging networks. ChargeFox partners with government, rental and company fleets to keep EV drivers on the move.

Club Assist is one of Australia’s largest automotive battery service providers. Club Assist offers end-to-end battery programs for mobility club partners and automotive retailers, delivering to every corner of Australia, as well as roadside assistance services. Its extensive battery range, including lead acid and lithium products, covers automotive, recreational, home and commercial applications.

The Role

As we continue to expand our services, we are looking for a strategic and dynamic Head of Customer Operations to lead our call centre, workforce planning, customer advocacy, and operations teams. This role will focus on leveraging and consolidating these functions to deliver seamless, customer-centric outcomes that align with our mission of supporting motorists in critical moments. A key component of this role will be to work closely with our Clubs to create seamless and unified processes and operational rigour.

As the Head of Customer Operations, you will bring together diverse teams within AMS — including our call centre, workforce planning, customer advocacy, and operations — to create a unified approach to service delivery. Your primary goal will be to ensure that we consistently deliver outstanding outcomes for customers during their most critical moments, whether they need roadside assistance, information, or support through our Charge fox platform.

This role is key in driving operational excellence, enhancing team collaboration, and ensuring that our customers have the best possible experience when they need us the most.

Key Responsibilities

• Lead and consolidate the call centre, workforce planning, customer advocacy, and operations teams to create a cohesive, efficient, and high-performing service delivery model.
• Drive a customer-first approach across all teams, ensuring we respond to customer needs with empathy, speed, and reliability
• Develop and implement operational strategies to ensure exceptional service outcomes, improving customer satisfaction and loyalty.
• Oversee workforce planning and resource management to optimize staffing levels, ensuring our teams are always prepared to meet customer demand, particularly during peak times.
• Foster a culture of continuous improvement by identifying process efficiencies and implementing best practices across teams.
• Collaborate closely with the Head of Sales and other leadership teams to align operations with broader business goals, ensuring we consistently meet or exceed service-level targets.
• Lead customer advocacy initiatives to ensure we’re listening to and acting on customer feedback, continuously improving the services we provide.
• Monitor key performance indicators (KPIs) for all operational teams and develop plans to address any areas of underperformance.
• Build strong cross-functional relationships with teams such as product, marketing, and IT to ensure seamless execution and customer experience.
• Ensure that the call centre and customer-facing teams are equipped with the tools, training, and resources they need to deliver top-tier service.
• Focus on driving positive outcomes for customers during their most critical moments, aligning with our mission to be there when it matters most.

What you will bring

• 8+ years of leadership experience in operations, customer service, or similar functions, preferably in a call centre or customer-facing environment.
• Proven ability to drive change, improve processes, and lead diverse teams toward a common goal of exceptional customer service.
• Strong experience in workforce planning, resource management, and delivering results in fast-paced environments.
• A deep commitment to customer satisfaction, with a focus on making a meaningful difference in customers' lives when they need help the most.
• Excellent communication, problem-solving, and leadership skills.
• Ability to work collaboratively with cross-functional teams to drive alignment and achieve shared business objectives.
• Data-driven approach to performance management, with a focus on continuous improvement.
• Strong understanding of the customer journey and experience, with a passion for advocating on behalf of customers.

Why Join Us?

• Be part of a company that is owned by the Automobile Clubs of Australia and committed to supporting Australian motorists and their families.
• Lead a team focused on delivering exceptional customer outcomes, especially in moments of need.
• Shape the future of our operations and contribute directly to the overall customer experience.
• Competitive salary, performance incentives, and flexible working arrangements
• Collaborative, values-driven culture where your input makes a real difference