About this role
At Carma, we’re more than just a car company, we’re on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we’re turning the car buying experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we’re powered by the best people and we’d love for you to come along for the ride! This is a 12-month fixed-term contract, covering a period of parental leave, offering the opportunity to step into a key leadership role and make a meaningful impact from day one. As our Head of Customer Operations, you will own the strategy, performance and continuous improvement of our customer operations function, leading Customer Service, Delivery and Escalations teams to deliver an exceptional customer experience at scale. We’re looking for a proven customer operations leader who thrives in fast-paced, scaling environments and has a track record of driving meaningful improvements, building high-performing teams and creating lasting impact. Customer Experience & Loyalty Strategy: Own and evolve our customer experience strategy, ensuring we continue to deliver a consistent, high-quality experience at every touchpoint. Operational & Team Leadership : Create a high-performing culture built on accountability, collaboration and continuous improvement. Cross-Functional Collaboration: Partner closely with Sales, Buying and Production teams to create aligned, seamless processes that improve the end-to-end customer experience and proactively remove customer pain points. Coaching and developing: Mentoring leaders and team members to foster a culture of accountability, ownership, and continuous improvement. Data & Reporting: Own operational reporting and customer experience metrics, using insights across NPS, customer feedback, service performance and efficiency measures to drive improvements.