• Global tech scale-up creating experiences people love
• Senior role overseeing global delivery and sales teams
• Fast paced, 24/7, teamwork-first culture

About AmazingCo

AmazingCo helps people live a more fulfilling life through experiences we know they will love. We help our customers discover unique and amazing experiences for everyday activities and special occasions. We do this by designing and delivering our own exclusive experiences which our customers discover through our purpose built platform. A platform that also not only enables but empowers our experience providers to ensure seamless experience delivery that delights. In our business, customer and provider experience is king. 

Our whole team is super passionate about this mission, and we consciously and responsibly focus our entire business on making this happen for others. 

We are the first global-scale experiences business taking a new approach to leisure time and how people spend their everyday. A high growth, venture capital backed, technology and data-focused consumer company based in Melbourne, Australia - and we’re taking our vision to the world!

For more information about us, visit https://amazingco.me/aus 

About the opportunity

This role is the perfect opportunity for someone with operational people management experience looking to supercharge their career in a high growth environment. Managing a global operations team across Sales, Customer Support, and Experience Delivery - this is the role that makes things happen! The company is expanding rapidly and we need someone who loves to get hands on and ensure that the team growth and performance is keeping up! 

We are looking for someone who can build and manage high performing teams, who knows how to get things done, and who is committed to delivering outstanding customer results. The team is global and 24/7 - across each area there is always a new challenge to get stuck into! If you’re looking to drive your career by managing a growing team in a fast paced environment - this is the role for you!

This role has oversight of 4 main areas within the business - 

• Sales and Customer Support (global team)
• Experience Delivery (global team)
• Hosted Experience Delivery (Australia-wide team)
• Continuous Improvement

The team structure has 4 direct reports, overseeing a wider team of 50 people across Australia, US, and UK. This team is going through rapid growth, doubling in size over the last 12 months and will likely double again by the end of the year. 

We genuinely believe this is the most exciting role available in the experiences industry right now, and we are excited to find the next A-player to join our amazing team!

Core responsibilities

• Team management
  • 1:1s to provide feedback, performance management, and check-ins
  • Oversight of the work across the team to ensure team targets are met
  • Recruitment, training and onboarding of new staff members
  • Coaching and development of staff - particularly your immediate leadership team
  • Problem solving
• Experience Delivery Management
  • Ensure all bookings are completed and executed to a high standard and in a timely manner
  • Regularly review customer feedback data to proactively identify improvement opportunities, and address areas of concern 
  • Manage escalations (eg feedback, difficult customer situations)
  • Establish and maintain new partnerships where required
  • Effectively communicate with the wider team (eg Marketing and Technology), and ensure strong communication flows across the wider Operational team  
  • Internal processes are consistently followed, and regularly reviewed to ensure they are fit for purpose 
  • Financial and business management - understand and work within set profitability metrics
  • Play a hands on roll in building processes and training to absorb new experiences into team workflows
• Strategic planning 
  • Understand and proactively plan resourcing requirements relative to the business growth plans
  • Plan and manage resourcing around specific peak periods
  • Review and provide recommendations on themes that are occurring across experiences to build the insights into ongoing practice
  • Contribute to discussions about team structure where required
• Reporting and data analysis
  • Interpret and analyse data in order to - 
    • Report on feedback and profitability metrics
    • Understand the root cause of issues
    • Make informed recommendations about how to address problems, or improve metrics
    • Aid in prioritisation decisions 
• Quality Assurance
  • Take strong accountability for the work of the team
  • Implement and follow processes to check and have confidence on the quality of the work across multiple areas 
  • Ensure compliance with any relevant policies and legislations that impact our operating environment

Required Experience

• 5 years experience managing people
• Leadership of projects or work programmes with demonstrable outcomes
• Customer facing experience
• A proven track record of hitting goals/targets/KPIs/performance objectives and leading others to do the same
• Evidence of demonstrating excellent judgement and decision making which takes into account the culture, desired outcomes, resources, and risks
• Experience interpreting and manipulating data to identify trends and make recommendations
• Tertiary qualification with proven academic excellence (we’re not worried about the field but do need to see a history of excellence) 

Required Skills

• Strategic planning
• Highly developed interpersonal skills that foster a collaborative team environment, accountability, and results
• Flexible and responsive to business and team needs
• Exceptional written and verbal communication skills
• Organisation and prioritisation of work (for self and others)
• Problem solving
• Calm under pressure
• Ability to multitask and thrive in a dynamic changing environment
• Attention to detail
• Creativity
• Outcome-orientated 

Required Characteristics

• Values alignment - 
  • Team player
  • Fun
  • Positive vibes / good energy
  • Models and enforces positive cultural standards
• Smart, switched on 
• High levels of accountability 
• Creative problem solver
• Customer mindset - driven by thinking about how to provide an amazing customer experience
• Motivated to do a quality job 
• Genuine passion for the work

Benefits

• Attractive salary, based on experience
• Play a key role in our global expansion 
• Work alongside experienced co-founders with existing success in building and growing startups in Australia
• Work in a business that seriously cares about culture and improving the experiences of our customers
• Big mission, real meaning, real people doing their life’s work
• Converted warehouse (dog friendly!) office space in Abbotsford complete with sit to stand adjustable desks. Close to trains, trams, great coffee and more
• We are an experiences business and we test everything we create on ourselves! Enjoy frequent team wide experiences and staff discounts across our portfolio
• Wind the week down with a beer, wine or non-alcoholic refreshment on Fridays. We bring a family attitude to work and all contribute to building our culture
• Opportunity for serious growth. We’re not kidding, we have seriously ambitious plans and are so excited to find the next brilliant mind to join us. You bring your energy and we’ll pay it back in spades. Our people are everything.

We are super excited about what we are building and can’t wait to find the perfect next fit for our growing family. If you think you have what it takes, we’d love to hear from you!

Job Type: Full time, permanent