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With teams in major cities throughout Australasia and Japan, we’re always on the lookout for talented and committed people who want a meaningful career in a multi-faceted and exciting industry. You can even meet a bunch of our people on the Team page.
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Australia Customer Operations Transformation Manager
Melbourne or Sydney
Full time
Immediate
Eat coffee for breakfast?
Our mission is simple: to enhance people’s lives by cultivating greater connection, creativity, and collaboration. We are dedicated to delivering Supreme moments by backing great cafés with exceptional service and training, and building brands that are benchtop worthy.
If you believe exceptional coffee helps to raise the bar, and you thrive on untangling processes, leading tech integrations, and elevating the customer experience, you belong with us!
About the role
As our Australia Customer Operations Transformation Manager (AU Customer Support Manager), your mission is to transition our operational focus from day-to-day hospitality support to reviewing workflows, establishing seamless processes, and leading high-impact integration projects. You'll lead and manage our Customer Care AU team, building their capability as the role evolves alongside the wider transformation. Reporting directly to the Head of Sales Operations ANZ, you will champion process efficiency, financial data alignment, and technology expansion across our Australian operations.
In your daily work, you will bring our four core values to life:
Nurture Supreme® Relationships: Maintain a customer-first approach that keeps ordering simple, intuitive, and centered on hospitality while supporting and coaching your team.
Take Ownership: Audit end-to-end support flows, drive Accounts Receivable health, and hold yourself and your team accountable to seamless execution.
Be Courageous, Curious & Creative: Eliminate friction points, solve operational roadblocks, and lead game-changing tech integrations like Salesforce Service Cloud.
Take Coffee Seriously, but Not Too Seriously: Balance rigorous standards and precise system reconciliations with warm hospitality and a positive attitude.
Key Responsibilities
Team Leadership & Compliance: Coach and develop your direct reports, and partner with the Production Manager on HACCP plan compliance, audits, and training.
Process Audit & Optimisation: Map out support workflows to remove friction points, eliminate redundant manual adjustments, and create standard operating procedures (SOPs). Redesign processes to be "bullet-proof" against operational errors.
Accounts Receivable (AR) & Financial Alignment: Re-engineer AR processes to ensure timely payments, set up automated credit controls for overdue accounts, and cleanly reconcile balances between Business Central and Ordermentum.
Platform Consolidation & Customer Experience: Lead the strategic merge of the Gabriel and Coffee Supreme Ordermentum platforms into a single, unified portal with zero disruption to customer ordering UX or ERP data.
Tech Expansion & Systems: Execute the integration of Salesforce Service Cloud into daily support workflows to streamline ticket management and reporting.
About the person
We are looking for a process-minded, detail-oriented leader who can balance operational efficiency with genuine hospitality. You are comfortable diving deep into multi-system data flows, untangling complex administrative tasks, and fostering a proactive, problem-solving team culture.
The successful applicant will:
Have proven experience in customer support or administrative leadership roles (preferably in FMCG, hospitality, or similar industries).
Possess a strong understanding of accounts receivable processes and financial reconciliation.
Be comfortable working across multiple business systems (e.g., Business Central, Ordermentum, Omni, CYA).
Demonstrate high attention to detail, excellent communication skills, and a genuine passion for service.
Have a solution-focused attitude and be open, adaptable, and proactive.
Experience in equipment leasing, legal admin, or PPSR registration is a definite plus!
Extra details
This is a full-time role reporting to the Head of Sales Operations ANZ. You will directly line-manage the Customer Support / Admin Lead AU.
What We Offer
A staff coffee allowance and team discounts
Paid time off for volunteering
A vibrant, supportive, and inclusive team culture
Opportunities for growth within the Coffee Supreme network
Coffee Supreme is a certified B Corp and an equal opportunities employer.
How to apply
Ready to help us transform our support operations and deliver Supreme customer experiences?
Click "Apply Now" to email your CV and a cover letter telling us a bit about yourself and why you'd be a great fit for the role.
No Positions currently available
Keep checking back for positions or stay in touch via our social channels.