Customer Operations Manager

Ark Swimwear, founded in 2016 on Sydney’s Northern Beaches, is a premium swimwear brand focused on high-quality, comfortable, and timeless designs. The brand’s vision is to create the ultimate staple bikini, with each piece designed for minimal tan lines, lasting comfort, and long-term relevance. Ark Swimwear has gained global recognition and is frequently seen on celebrities, models, and high-profile personalities. The team is passionate about thoughtful design, quality craftsmanship, and delivering an elevated customer experience. Ark Swimwear continues to grow as an aspirational yet accessible brand in the global swimwear market.

ROLE DESCRIPTION

This is a full-time, on-site role based in Brookvale, NSW. The Customer Operations Manager will lead the operating layer between our customers, Customer Service team, Warehouse teams and service systems.

This role manages Customer Service and Warehouse operations across Sydney, Dallas and future international locations, working with location leads to keep teams aligned, supported, accountable and connected to the broader Ark team.

It is a role for someone who loves building structure: clear workflows, thoughtful documentation, strong onboarding, useful QA, intuitive tools, good team rhythms and processes that make people better at their jobs.

WHAT YOU WILL DO

• Lead the Customer Service team and warehouse teams day-to-day, keeping people clear on priorities, standards, KPIs and escalation paths.
• Manage fulfilment operations across Sydney, Dallas and future warehouse locations, including remote team rhythm, location lead support and cross-timezone handovers.
• Keep distributed teams connected and motivated through clear communication, recognition, team rituals and thoughtful touchpoints, so remote staff feel part of Ark rather than separate from it.
• Review customer cases, transcripts, warehouse reports and operational issues to identify where quality is slipping, where training is missing, and where the system needs to improve.
• Build and maintain SOPs, training resources, onboarding pathways and internal knowledge systems for Customer Service agents and warehouse staff.
• Help shape how Salesforce CRM, Agentforce, SharePoint and Copilot are used across the business, working with our Digital Systems & Partner Delivery Lead, AI/Systems Architect and implementation partners.
• Work with the website/ecommerce team to identify customer enquiry patterns that should become better website content, product-page guidance, FAQs, sizing information or self-help resources.
• Liaise with carriers including UPS, DHL Express, AusPost and future logistics partners, tracking service issues, delivery performance, claims, fees, packaging requirements and recurring pain points.
• Own operational stock control for fulfilment: packaging, warehouse supplies, consumables, equipment, reorder points, issue tracking and making sure each location has what it needs to operate cleanly.
• Turn repeated issues into root-cause fixes, whether the answer is better documentation, better training, a system change, a clearer workflow, stronger accountability or a better customer-facing resource.

WHAT MAKES THIS ROLE INTERESTING

• We are building a more modern service and fulfilment operation, with Salesforce CRM and Agentforce supporting case routing, draft responses, escalation logic and decision support.
• We are building SharePoint knowledge systems with Copilot over the top, so warehouse teams can access SOPs, troubleshooting tips, how-to videos and self-help resources at the exact moment they need them.
• The right person will be excited by the tools now available, but practical enough to know the tools only work when the documentation, training, workflows and ownership underneath them are strong.
• This role is close to the real work: customer questions, escalated tickets, fulfilment issues, warehouse troubleshooting, team motivation, onboarding gaps and service quality.

WHO THIS SUITS

• You are highly organised, people-aware and systems-minded.
• You think in frameworks, workflows and user journeys, not just individual tasks.
• You care about internal UX and making tools easy for frontline teams to use.
• You can lead people warmly without lowering standards.
• You are comfortable keeping teams accountable to KPIs and giving direct, useful feedback.
• You know how to motivate remote or distributed teams and keep them aligned on one goal.
• You have strong judgement with customer escalations and understand that premium service needs consistency, not over-servicing.
• You are interested in AI and have probably already been self-educating, testing tools or thinking about how service operations should evolve.
• You look for root causes instead of quick patches.

HELPFUL EXPERIENCE

Experience across customer operations, CX operations, ecommerce operations, service QA, fulfilment operations, support operations or similar would be relevant. Experience with Salesforce Service Cloud, Agentforce, Zendesk, Gorgias, Intercom, SharePoint, Teams, Planner, Copilot, Magento, Shopify, ecommerce fulfilment, warehouse operations, customer service QA, SOPs or onboarding would be valuable.

The most important thing is not a perfect software stack match. It is the ability to lead people, build clarity, use tools well, and create operating systems that make quality repeatable.

HOW TO APPLY

You can learn more about Ark Swimwear on our About Us page (About Ark Swimwear) and our Careers Page (Work with us). To apply, please follow the link on our site https://www.arkswimwear.com/au/customer-operations-manager and click "Apply Now" to send an email. Include why you would be a fit, along with your CV and a short note answering:

• What is one messy process you have made clearer?
• How have you used systems, documentation or training to improve team performance?
• What excites you about using AI and knowledge systems in customer service, ecommerce or operations?