Senior Client Operations Manager

About CES

Accelerating the transition to a circular economy

We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.

Our technology and services enable the circular lifecycle of drink containers. We have a large in-house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.

CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.

Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.

About the role

This role is a fixed term contract, expected to run for approximately 18 months. We are seeking a Senior Operations Manager – Client Success to provide senior leadership across CES Client Operations during a strategically important period of growth and platform evolution.

This role is accountable for the stability, maturity, and future readiness of CES’ client‑facing and internal support services, including Contact Centre, Technical Support and Internal Help Desk functions. The focus is on maintaining enterprise‑grade service performance while embedding smarter ways of working and strengthening operational capability.

The role acts as the senior operational authority, balancing service reliability, client confidence, and long‑term operational sustainability.

Key Responsibilities

End‑to‑End Client Operations Leadership

• Own the end‑to‑end Client Operations model across Contact Centre and Technical Support services

• Translate CES strategy, growth plans, and technology roadmap into effective operational outcomes

• Act as the senior operational escalation point for high‑impact issues and risk‑based decisions

• Ensure service performance, SLAs, quality standards and operational controls are consistently met

Contact Centre Service Excellence

• Lead Contact Centre service performance, quality and customer experience outcomes

• Embed process and technology improvements to drive efficiency, consistency and reliability

• Maintain service stability and client confidence during periods of operational or technology change

• Own client operational engagement, governance, performance reporting and executive communications

• Ensure clear accountability, escalation pathways and service transparency

Technical Support Capability & Stability

• Maintain enterprise‑grade SLAs for client‑facing IT Support services

• Lead uplift of support practices in line with evolving CES technology platforms

• Strengthen knowledge management, documentation, tooling and team capability

• Ensure support models are scalable, resilient and aligned to future platform needs

Enterprise Client Engagement

• Lead operational engagement with enterprise‑level clients, including:

• SLA and performance reviews

• Incident, service and release communications

• Executive‑level briefings and updates

• Represent CES with authority and credibility during periods of heightened attention or complexity

Operational Maturity

• Uplift management processes, governance and communications

• Ensure consistent incident handling across client‑facing and internal services

• Embed post‑incident learning and continuous improvement practices

• Maintain clear traceability between incidents, fixes and releases

Team Leadership & Enablement

• Provide senior leadership and oversight to Contact Centre and Support teams

• Coach and support experienced team leaders to drive strong day‑to‑day performance

• Remove blockers, uplift operational discipline and build leadership capability

• Step in operationally when required during critical service periods

Internal Help Desk Support

• Maintain SLA performance for CES internal IT Support services

• Improve onboarding, offboarding and day‑to‑day support experiences

• Strengthen vendor coordination and service quality outcomes

About you

• 8-12+ years’ experience in senior operations, service delivery or client operations roles

• Proven experience managing enterprise‑level client relationships

• Background in Contact Centre, IT Support or Service Desk environments

• Experience operating in SLA‑driven, high‑availability service models

• Executive‑level communication and stakeholder management

• Operational governance and incident management expertise

• Process improvement and service optimisation

• Ability to lead teams through complexity and change

Our Values

• Scheme success is our success:
Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.

• Win as a Team:
The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.

• Make a Difference:
Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!

• Be Engaged:
Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.

• Do the Right Thing:
Do the right thing by others and the company, and the rest will follow. Seek win-win outcomes, listen, act inclusively, and always aim for better.