Head of Customer Operations - APAC

Job Id:  221 # of Openings:  1

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• Join a global leader in Enterprise Asset Management (EAM) software and an IBM Premier Partner
• High-growth, profitable business (10x growth in 4 years) with a strong delivery culture
• Work regionally across APAC (Australia, NZ, Singapore, Malaysia, Hong Kong, and Macau) with a truly global team

• You’ll own Customer Operations across APAC (Support, Professional Services, and Customer Success), bringing strong governance, workforce planning and performance rhythm
• You’ll partner with Team Leads to align people, process and tools so that delivery is consistent, scalable and customer-first
• You’ll help shape how we run Customer Success in APAC, embedding scalable frameworks that drive adoption, retention, and expansion while lifting the overall customer experience

• Own APAC service governance end-to-end: prioritisation, SLAs, escalation paths, service reporting and quality assurance
• Drive continuous improvement and smart automation to lift customer experience, quality, and throughput with a focus on making governance feel like an enabler, not overhead, for a technical team
• Make capacity predictable: run forecasting, allocation and utilisation so the right people are on the right work at the right time
• Coach and develop a high-performing, customer-centric team: clear expectations, feedback loops and growth plans
• Be the APAC voice in global Customer Operations and Customer Success—adopt what works, improve what doesn’t, and share local insights
• Lead cross-functional alignment on escalation paths and incident response

• Proven experience leading service or customer operations teams in a B2B environment (SaaS/tech preferred), ideally with exposure to technically sophisticated support and delivery teams 
• Building governance that sticks: SLAs, incident/escalation management, reporting cadence and quality control
• Forecasting, capacity planning and utilisation management, and using data to make trade-offs visible
• Working knowledge of ITIL (Incident/Change/Problem) and strong delivery fundamentals
• Strong stakeholder management—able to influence across Sales, Delivery and global leadership
• A practical, data-led approach; confident turning metrics into action
• Curiosity about automation/AI and a bias to simplify, without compromising customer outcomes
• Change management capability, where you can embed new ways of working in teams with strong existing culture and high technical standards
• Melbourne-based (hybrid) with occasional travel within Australia and internationally

• Service performance is visible and reliable: clear dashboards, predictable cadence, and SLAs consistently met
• Escalations are handled fast and well, and the root causes are addressed so issues don’t repeat
• Capacity and utilisation are under control, with fewer surprises and better delivery predictability
• Customer Success ways of working are embedded across APAC, lifting adoption, retention signals and customer outcomes
• The team has embraced the governance and operational frameworks where they are working smarter, not harder