Head of Customer Operations

What we can do for you

At Specsavers, we know that to reach your full potential you need to work somewhere that will bring out your best. We pride ourselves on offering a workplace with a supportive, driven, flexible and inclusive culture.

Proud to be recognised as Australia’s #1 Best Place to Work for 2026 ranked 12th on Fortune’s list of the World’s 25 Best Workplaces. Here’s a taste of just some of our perks:

• Quarterly bonus scheme
• Two free pairs of glasses each year
• On-site free parking, including dedicated EV charging bays
• Birthday, Volunteer, Professional Development and Paid Parental Leave
• Health & Wellbeing programs
• Fully funded social club – provides a wide range of activities throughout the year

So, if you like the sound of working for a company that’s dedicated to improving the lives of both their people and customers - we think you’d look good at Specsavers. 

The role & team

We’re seeking a Head of Customer Operations to lead our Customer Operations and Customer Experience strategy across Australia and New Zealand. In this role, you’ll play a key part in shaping and delivering a customer-first approach across our store network and support channels, translating customer insights into meaningful improvements that enhance the experience for our customers, Partners and the wider business.

You’ll work closely with stakeholders across Retail, Support Office and Global teams, as well as our Partners, store teams and external service providers, to drive customer operational excellence and deliver a consistent, high-quality customer experience. Your strategic leadership, commercial acumen and ability to influence senior stakeholders will be key to improving customer outcomes, strengthening operational performance and supporting our long-term business objectives.

You’ll also lead and develop the Customer Operations function, building a high-performing team with the capability to deliver exceptional customer experiences. You’ll lead our Voice of Customer framework, oversee customer experience programs and service standards, and drive the ongoing development of customer service platforms, processes and capabilities. Through strong people leadership, continuous improvement, effective governance and stakeholder partnerships, you’ll identify opportunities to enhance customer experience performance, strengthen organisational capability and deliver sustainable business outcomes.

The skills we are looking for

• Proven experience developing customer experience strategies and leading service excellence initiatives
• Significant leadership experience in customer operations or customer experience within a retail or multi-site business
• Demonstrated success building high-performing teams and leading change and continuous improvement
• Strong commercial acumen, balancing customer, operational and financial outcomes
• Excellent communication and stakeholder management skills, with the ability to influence senior leaders
• Strong analytical skills, using customer insights and performance metrics to drive business improvements
• Experience leading cross-functional initiatives and managing external service providers
• A strong understanding of customer experience principles, service standards and operational governance

About Us

Specsavers are rated the market leader for eye tests, the retailer of choice for contact lenses and one of the fastest growing hearing providers in Australia and New Zealand. We are on a continual mission to transform eye and hearing health by eliminating preventable vision loss and blindness, including Glaucoma and Diabetes, through improved prevention and early detection, as well as providing accessible and affordable hearing care.

At Specsavers we believe a diverse, inclusive, and flexible culture enables our people to bring their whole selves to work and be proud of doing so. When it comes to flexibility, we understand that one size doesn't fit all. Our flexible working at Specsavers enables us to work in ways that support our lifestyle to help us balance our career with the other important things in life.

Creating a great place to work for our people is pinnacle to us and along with our Behaviours is at the core of everything we do. We like to think it’s a fun and positive place to work – why not have a look for yourself https://join.specsavers.com/au/department/support-office/

Applicants for the role are required to have current working rights as per, relevant government legislation.