About the Organisation
Container Exchange (COEX) is the not-for-profit organisation behind Containers for Change - one of Queensland’s most visible and impactful sustainability initiatives. With a strong focus on innovation, community impact and operational excellence, COEX continues to evolve how Queenslanders engage with recycling and container returns at scale. This is an organisation where customer experience, accessibility and service delivery genuinely matter, supported by a collaborative culture and a clear social and environmental purpose.
This is an environment with real complexity; large-scale customer operations, multiple service channels, national support providers and a statewide network serving communities across Queensland.
About the Role
As Customer Experience Manager, you’ll lead the operational delivery and continuous improvement of COEX’s customer support experience across all customer channels. This role sits at the intersection of customer operations, service delivery and practical CX improvement. In addition to leading the CX team (2 x direct reports), the major focus of the role is overseeing the performance of the organisation’s third-party contact centre provider, ensuring service standards, responsiveness and customer outcomes are consistently achieved.
While customer journey mapping, Voice of Customer and experience design remain important components of the role, the core focus is operational leadership, support model optimisation and customer service performance. You’ll work closely with operations, technology and internal stakeholders to improve customer support processes, optimise service experiences and deliver practical improvements across the customer lifecycle.
Key Responsibilities:
Lead the day-to-day performance and optimisation of customer support operations
Manage external contact centre providers, service levels and operational delivery standards
Own customer support KPIs, reporting frameworks and service performance metrics
Lead and mentor an established CX team (Service Design Lead and Insights Lead), ensuring strong performance and accountability
Oversee Voice of Customer initiatives and customer insight activities, leveraging data to identify trends, pain points and improvement opportunities
Partner cross-functionally with technology, operations and service teams to improve customer outcomes
Oversee customer journey and service experience improvements across the organisation
Monitor support demand, service responsiveness and customer satisfaction outcomes
What we’re looking for:
A customer operations or CX leader with experience across contact centres, service delivery or customer support environments
Strong experience managing outsourced or third-party customer support providers
Previous experience managing teams of CX designers
Deep understanding of customer support KPIs, SLAs, service delivery frameworks and operational performance
Exposure to customer journey mapping, Voice of Customer or customer insight programs
Able to balance operational delivery with broader customer experience thinking
Strong stakeholder management and cross-functional collaboration capability
Comfortable operating in complex, multi-stakeholder environments
A pragmatic, accountable and delivery-focused leadership style
Genuinely motivated by purpose-led work and community impact
Why join COEX?
COEX is officially Great Place To Work® certified and recognised as an Inclusive Employer by Diversity Council Australia - a reflection of their culture, values and impact in action.
Here you’ll find:
Purpose-driven work with visible environmental and community impact
A large-scale customer environment with meaningful operational complexity
A collaborative and values-led culture focused on continuous improvement
Hybrid working (1 day WFH) and flexibility from their Brisbane CBD HQ
The opportunity to shape customer outcomes across one of Queensland’s most recognised sustainability initiatives
Call Cass Barker, Director at Gybe Consulting, on 0431 625 791 or email [email protected] for more information