Customer Experience & Change Manager - 12 Month Fixed Term Contract

At Prezzee, we're on a mission to deliver joy through digital gifting — and exceptional customer experiences are at the heart of everything we do.

We're looking for a talented and people-focused Customer Experience & Change Manager to join our Customer Care team on a 12-month fixed-term contract for maternity leave coverage. This is a hands-on, high-impact role where you'll help drive operational excellence, lead change, and elevate the voice of the customer across global markets.

This is a hybrid role based in Sydney, Australia or Melbourne, Australia. We work Mon-Thurs in office and work from home on Fridays.

What you'll be doing:
Customer Experience & Operational Support

Champion smooth, effective operations across all customer support channels.
Collaborate with regional Customer Care Managers and Tribe Leads to resolve issues, support commercial partners, and drive continuous improvement.
Monitor and report on agent productivity, workforce planning, and performance across regions.
Lead CRM governance and change within Zendesk and other tools, acting as the primary escalation point.
Identify data-driven opportunities to enhance customer experiences and team performance.
Change & Project Delivery

Lead and deliver key customer care transformation projects.
Drive change management programs, including communications, stakeholder engagement, and training.
Collaborate on cross-functional initiatives that improve the way we serve our customers.
Customer Delight & Insights

Monitor customer feedback and trends to influence support strategies and product improvement.
Work with business stakeholders to enhance end-to-end customer journeys.
Champion customer confidentiality and data integrity across all support processes.
Create and update customer care documentation, Help Centre articles, and internal resources.
Governance & Compliance

Ensure ISO compliance for Customer Care operations.
Analyse Zendesk statistics and compile insights to inform continuous improvement.
What you'll bring:
Proven experience leading or supporting customer support teams (bonus if you've worked in a global, fast-paced environment).
Strong stakeholder management skills – you're great at influencing, even from a distance.
Experience with contact centre systems (Zendesk knowledge = huge plus).
Knowledge of customer experience metrics and service excellence best practices.
A knack for managing ambiguity, driving change, and thriving in a dynamic hybrid workplace.
Exceptional communication skills and a collaborative, team-first mindset.
A continuous improvement attitude — always looking for what's next and how we can be better.
A passion for emerging technologies and AI powered solutions
Bonus points for:

Qualifications in Change Management, Leadership, or Change Management.
Experience in ISO or other compliance environments.
Experience with emerging technologies and AI
A flexible and proactive approach to work, especially during peak periods or when handling escalations.
Benefits

We run an incentive scheme based on both company-wide targets and individual performance
Employee referral program and staff discounts
We have regular virtual and face-to-face events to help us bond and maintain our community vibe
We also offer flexible hours, Culture Swap Days & 30 day work from anywhere*
Self led online learning to formal Leadership Development programs, as well as industry specific learning opportunities and Lunch & Learn sessions
Fortnight FIRE Fridays where teams come collaborate to spark with Formative Ideas, Research and Experiment in tech improvements
Be an advocate or ally and create connection and belonging in our employee Resource Groups such as EmpowHer and Pride.
Telus Wellbeing platform to support your mental, social, financial and physical wellbeing
The Prezzee Story
Prezzee is a global digital gifting platform that creates human connections through remarkable gifting moments. We create leading digital gift solutions for consumers, businesses and 1000+ brand partners across the world. Founded in 2014, Prezzee has evolved from a two person Australian start-up to a global business with teams and operations in North America, United Kingdom, Australia and New Zealand.

Oh, and if you're wondering about our culture?

Whilst our growth is compelling, we know it's our people and culture that set us apart, and we're equally proud of being recognised in Australia & New Zealand and in the UK as a 2022 & 2023 Great Place to Work®, as well names Foundry's Computerworld 2024 and 2025 Best Places to Work in IT.

At Prezzee, every team member plays an important role in the business, leaving a unique footprint on Prezzee's journey. Our team may be spread out across multiple time zones, but our core values remain the same no matter where you are in the world. As a future employee of Prezzee, you're signing up to give openness, give greatness, give magic, and most importantly, always give a damn.

Prezzee is an Equal Opportunity employer. We believe that diversity is the key to building the best products for our customers, team culture and growing our global business. Our diversity mission is for our people to be their most authentic selves, to inspire, innovate and celebrate within a culture of belonging. We do not discriminate based on race, religion, national origin, gender identity or expression, ****** orientation, age, or marital, veteran, or disability status.

We are looking for people to help create human connections, make magic and shape the future of gifting so even if you don't think you quite meet all of the skills listed or tick all the boxes, we'd still love to hear from you! Please let us know if you require any adjustments as part of the application and recruitment process, We also encourage you to let us know of your pronouns at any point of the process.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.