EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that seeks to motivate, to inspire, and to provide growth opportunities to its employees. If you are looking to join a team like ours, we encourage you to explore our unique opportunities.
Director of Customer Service & Operations – Oceania
EBSCO is a global company with offices in Sydney and Melbourne, and is a supplier of journal and magazine subscriptions, full text databases, SaaS products and services to libraries, government and corporate businesses, academic institutions and research organisations across Australia and New Zealand.
In this newly created role, based from our North Sydney office, you will be responsible for the customer service & operations function to support EBSCO’s Subscription Services Division. You will provide leadership and direction to a large, diverse, multi-site team.
As well as being responsible for the day to day management you will also develop and lead the transformation of the function covering systems, tools and processes. You will foster a culture of continuous improvement as well as ensuring that safe work practices are followed.
The role will review, define and optimise the customer experience, by owning the overall customer journey from end-to-end. The role will measure customer satisfaction and the effectiveness of our service at each touch point, analysing this feedback and reporting to the leadership team.
You will have four direct reports based in both the North Sydney and Auckland offices who you will guide, direct and develop through communication and delegation of authority. The environment you establish will encourage creativity, motivate individuals and ensure sound employee relations.
To be successful in attaining this great opportunity candidates require:
- 10+ years’ experience leading customer facing and multi-site service and operations teams.
- The ability to demonstrate experience in leading the transformation of a function or business unit.
- Well-developed systems and business process re-engineering experience.
- Experience in building robust teams focused on the customer and business success.
- Excellent interpersonal skills which encourages teamwork.
- Previous success developing and driving key customer service metrics.
- Highly effective organisational and time management skills.
- Ideally you will be conversant with a wide range of technologies.
We envisage candidates will have a degree in business administration, operations management or a related field.
Travel will be required in this role and preparedness to travel 25% of the time is necessary.
This is a senior role within the Oceania team and a salary commensurate with experience will be negotiated with the successful candidate.
About this company
EBSCO Way is the philosophy we grow by. In addition to ten operating principles, these are the characteristics we value in our people and teams. We strive to fill our businesses with teams of motivated, positive people, unified by a shared set of principles and practices, focused on common objectives. We know from experience that environments like that create success and endless possibilities. We strive for a culture of entrepreneurship. We seek new ideas and encourage innovation. Successful team members are entrepreneurial by nature.
Location/Region: Ipswich, MA (US)