Head of Geospatial Services

Department: Data Success

Location: Sydney

Description

Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.

Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.

Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

Your Mission

Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.

Reporting to the Chief Customer Officer (CCO), your mission is to lead Propeller’s Geospatial Services function, known internally as Data Success. This team is an essential part of Propeller and is responsible for ensuring that our customers' photogrammetry and LiDAR data is processed quickly and accurately.

Data Success is a global team, predominately remote from the Philippines, with some people in Sydney and Denver. You will mentor, coach, and lead this team, fostering a collaborative culture while defining effective and scalable service processes. You'll ensure the team delivers accurate data in an efficient manner. You’ll ensure that what we are promising to our customers can be delivered; and what we deliver is what we promised.

This role is based out of our Surry Hills office where you’ll connect with other teams that partner closely with Data Success. There will be some travel required; due to the majority of the team being in the Philippines, you must be able to travel to the Philippines as required (approximately once a quarter).

Responsibilities:

• Responsible for the day-to-day alignment, enablement, coaching, and oversight of our Geospatial Services function
  • Develop and implement strategies to enhance the overall efficiency and speed of our processing capabilities, holding the team accountable for performance, achieving objectives and driving impact.
  • Ensure all of our processing outputs are of high quality, reducing reprocessing requests from our customers.
  • Analyse data to identify trends, areas for improvement and opportunities to enhance the overall service function.
  • Monitor and assess performance metrics, such as processing time, SLA adherence, reprocessing requests and overall accuracy
  • Ensure high-quality customer interactions, an effective escalation path and timely resolutions
• Responsible for the overall learning and development of the team as we continue to evolve our existing processing capabilities and add new capabilities and services.
• Hire, lead, coach and mentor a high-performing team. You’ll ensure the team's organisational structure, is scalable as Propeller grows
• Contribute to the strategic direction of the global Services, Support and Customer Success teams by working closely with the Chief Customer Officer.
  
  

Skills & Experience

• You’re an exceptional coach and mentor with 5+ years of experience managing remote and technical customer-facing teams of 50+ headcount.
• You’re a natural leader with a proven ability to unite a large technical team under a common goal.
• Proficiency in analysing data, tracking KPIs and using insights to improve performance, operations and policies.
• You’re an exceptional communicator. You understand how to deliver feedback in a constructive and productive way. You’re proactive with information sharing and responding to new data and changing information.
• Experience creating and implementing end-to-end pragmatic processes that improve team efficiency. You also have a history of successfully acting on and implementing feedback that you have received.
• Great interpersonal skills- you have the ability to gel with our customers, collaborate with your team, and thrive in a rapidly-changing environment as the business grows and scales.

Bonus points for:

• Knowledge of remote sensing, photogrammetry, point clouds, ground control points, and/or surveying.
• Industry experience in either mining, civil construction, landfill, or aggregates
  
  
  

Benefits

• Employee share options
• Professional development budget and leave
• The opportunity to take part in our mentorship program
• Mental health resources
• Monthly telephone and/or internet allowance
• Paid primary & secondary parental leave policies
• Hybrid work arrangements and WFH equipment provided