Operations Manager (Customer Support)

About Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps. Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity. Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor. Your Mission As an Operations Manager, you'll own and drive Propeller's 24/7 customer service operations, making sure every customer relying on Propeller's platform and services gets fast, thoughtful help around the clock. This is a people-and-process role as you will lift team performance, engagement, and accountability as an integral part of our global support team, and help shape how we use AI to deliver an even better customer experience. Your Responsibilities

• Lead our 24/7 support operations : Set the direction for Propeller’s 24/7 chat and email support function, ensuring team goals, service standards, and ways of working align with Propeller’s broader customer experience strategy.
• Drive operational performance: Own key customer service initiatives, identify risks or resourcing gaps, and communicate progress, trade-offs, and recommendations clearly to Support Leadership and cross-functional stakeholders.
• Lead with high context and presence: Act as a hands-on player-coach who can roll up their sleeves when needed, confidently guide the team through complex scenarios, and collaborate seamlessly across cross-functional departments.
• Coach and develop the team: Mentor team members, set clear expectations and goals, run regular 1:1s, provide timely feedback, and support strong performance and growth across the team.
• Optimise processes and systems: Identify workflow bottlenecks across chat and email channels, then partner with Support Leadership to implement automation and process improvements that increase speed, quality, and consistency.
• Build a healthy, accountable team culture: Foster a positive, psychologically safe environment where team members feel supported, accountable, and connected to Propeller’s values as the function scales.

Requirements Your Skills

• You bring confident people leadership, with experience coaching team members, developing emerging leads, setting clear expectations, and building accountability in a growing team.
• You bring strong operational judgement, with the ability to spot process gaps, prioritise improvements, and turn day-to-day support challenges into scalable ways of working.
• You bring hands-on knowledge of support tools and systems, such as Zendesk, Sling, Notion, or similar platforms, and know how to use them to improve team visibility, planning, and performance.
• You bring curiosity and confidence with AI, with the ability to champion adoption, experiment with new workflows, and help the team use AI to improve speed, quality, and customer experience.
• You bring a genuine passion for developing people, creating an environment where team members feel supported, engaged, and able to grow in their careers.
• You bring strong cross-functional collaboration skills, with the ability to work effectively across our teams in Customer Success, Geospatial Solutions, People, and other stakeholders.
• You bring a data-informed approach, using insights from support metrics, customer trends, and team performance to make better decisions and drive meaningful outcomes.

Bonus points if you bring

• Experience implementing AI-enabled workflows, especially in customer support, operations, or service delivery environments.
• Experience working in a SaaS or start-up environment, where teams move quickly, priorities shift, and scalable processes matter.
• Exposure to construction, earthworks, GIS, mapping, surveying, or similar technical industries, giving you helpful context for Propeller’s customers and products.

Benefits

• HMO gold medical insurance
• Paid vacation and sick leave
• Paid parental leave policies
• Annual professional development budget and leave
• The opportunity to take part in our mentorship program
• WFH equipment provided
• Monthly WFH allowance
• Employee share options