Operations Director

Company Description
Looking to join a fun and dynamic team working with a product that Kiwi’s love? We’re looking for a Customer Service & Sales Superstar to join our Auckland based team in our vibrant Parnell offices.

KiwiPlates is a company that serves to create happiness through self-expression. We are New Zealand's home of personalised number plates. When Kiwi’s want to celebrate in life, show there passion to the world, make that special car even better or give that perfect personalised gift, they call us.

**Job Description**:
The Operations Director is a key role within the business to lead the team in delivering an exceptional customer experience, while ensuring that business systems, policies and team performance are aligned to the company’s objectives.
**Key Responsibilities**:
**Business Operations, Systems and Policy**:

- Regularly review business operational policies and procedures and ensure all policies are kept up to date. Ensure the team understand and follow the correct business processes.
- Responsible for managing a programme of continuous improvement initiatives to deliver an enhanced customer experience, operational and business efficiencies.
- Lead the development of KiwiPlates customer service systems, including ipScape, LiveChat, KPI Order system and integration with the businesses CRM system.
- Support the Digital Team in implementing the delivery of new business systems and enhancements by being the voice of the customer. Support the Digital team with testing, debugging and resolving any customer issues.
- Manage KiwiPlates data management and compliance requirements including PCI Compliance.
- Negotiate with external suppliers to achieve cost effective contracts and service whilst maintaining positive working relationships.
- Oversee relevant external supplier relationships, regularly review services provided to ensure that standards are being met and manage contract renewals, working with Publicis Groupe procurement teams.

**Project & Stakeholder Management**:

- Collaborate with the Managing Director in the development of short and long-term strategic plans
- Supporting the Managing Director in the preparation of monthly, quarterly and annual reports, business proposals, budgets and forecasts and presenting to relevant stakeholders as required.
- Project Management of KiwiPlates NPD pipeline, with responsibility for working with the plate manufacturer to take a product from concept ideation through to manufacture, managing the design, testing and approvals process with Waka Kotahi and enforcement agencies.
- Project management of specific projects across Customer Service, Dealer and Business operations.
- Ensure that business critical tasks are prioritized and delivered to meet the expectations of key stakeholders including Waka Kotahi NZ Transport Agency and Publicis Groupe senior management.
- Key operational contact for Waka Kotahi, providing guidance and advice on how KiwiPlates is meeting both business and regulatory needs and key operational contact for Publicis Resources for any systems, technology, or office management requirements.

**Leadership**:

- Help KiwiPlates maintain its positive team culture by modelling company values and behaviours.
- Effective leadership, support and coaching for the Customer Service and Dealer teams to ensure the team deliver on their key responsibilities and targets.
- Oversee annual reviews, development plans and management for three direct reports and ensure Publicis Groupe training is completed as required.
- Act as the escalation point within the business to help the Customer Service Manager resolve any customer issues, manage complaints and dispute resolution.

Qualifications**
SKILLS & EXPERIENCE**
- Degree preferred, minimum of 7-10 years’ experience in an Operations or similar Management role.
- Effective communication skills with the ability to lead and influence people
- Strong people management, operational and problem-solving skills.
- Proven experience in Project Management leading projects across an organisation with strong Stakeholder Management skills
- Experience working with external vendors, partners, and suppliers to maintain and enhance systems, information security standards and compliance.

Additional Information_