Customer Operations Manager
Why Tyro?
At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.
It starts with You.
Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.
🎥 Step inside life at Tyro here.
About the role
Reporting directly to the Head of Customer Operations, the Customer Operations Manager’s primary role is to support the Tyro Health customer operations team through knowledge & change management, coaching & training initiatives, process improvements, customer onboarding and AI capability uplift. You will drive a ‘best in industry’ experience for our customer operations team, working closely with the customer operations leaders to ensure that all team members who are connecting with customers (internal and external) are adhering to the customer practices, being authentic, empathetic, engaging, and risk aware.
In this role you will sit at the heart of our Health Customer Operations team, lifting capability through smart process, AI, knowledge, and training so our teams can deliver an industry leading customer experience.
What you'll do
Partner with the Head of Customer Operations on annual and quarterly planning, OKRs, and key initiatives for Health Customer Operations
Use data, insights and customer feedback to shape priorities and improvements
Lead, coach and develop a small team of onboarding and change / AI specialists
Build a high performing, engaged culture with clear KPIs, reporting and feedback rhythms
Own and uplift our change management practices across Health Customer Operations
Champion Tyro Health in change initiatives across the wider organisation
Own and evolve the Tyro Health knowledge base (internal and public facing)
Embed and optimise AI functionality in Intercom to improve automation, personalisation and responsiveness
Design and deliver training programs for all Health Customer Operations roles.
Maintain and improve the Tyro Support quality assurance framework.
Risk control management for the Health Customer Operations teams.
You will be accountable for quality assurance SLAs, AI and knowledge management performance, and consistent application of processes, compliance and methodology.
What you'll bring
A proven track record delivering operational SLAs in a customer operations or support environment
Experience managing chatbot AI and maintaining knowledge bases
Strong data and analytical skills, with a focus on insights and action
Excellent time management, organisation, and communication skills
Experience in financial services and ideally exposure to the health sector, payments or claiming
Nice to have
Customer operations experience in Health or Banking / Finance, preferably in payment services
Understanding of payments equipment, integrations, KYC and AML
Experience improving operational efficiency in a support function
Exposure to AWS Connect, Salesforce, Intercom or Verint
What’s in it for you?
We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.
You’ll also receive:
A mix of in-office and remote working
Learning and career development opportunities
16 weeks paid primary carers leave
12 weeks paid secondary carers leave
Annual team-based volunteer day
Birthday Leave
Power Up Day (Additional day of leave)
Weekly team social events, snacks, craft beer and wine, ping pong and video games
Taco Tuesdays
Mental health and wellness initiatives
Novated leasing
Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.
Still with us?
If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles.
#LI-Hybrid
- Department
- Tyro Health
- Role
- Customer Operations
- Locations
- Sydney
- Remote status
- Hybrid
