About CES
Accelerating the transition to a circular economy
We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.
Our technology and services enable the circular lifecycle of drink containers. We have a large in-house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.
CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.
Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.
About the role
This role is a fixed term contract, expected to run for approximately 18 months. We are seeking a Senior Operations Manager – Client Success to provide senior leadership across CES Client Operations during a strategically important period of growth and platform evolution.
This role is accountable for the stability, maturity, and future readiness of CES’ client‑facing and internal support services, including Contact Centre, Technical Support and Internal Help Desk functions. The focus is on maintaining enterprise‑grade service performance while embedding smarter ways of working and strengthening operational capability.
The role acts as the senior operational authority, balancing service reliability, client confidence, and long‑term operational sustainability.
Key Responsibilities
End‑to‑End Client Operations Leadership
Own the end‑to‑end Client Operations model across Contact Centre and Technical Support services
Translate CES strategy, growth plans, and technology roadmap into effective operational outcomes
Act as the senior operational escalation point for high‑impact issues and risk‑based decisions
Ensure service performance, SLAs, quality standards and operational controls are consistently met
Contact Centre Service Excellence
Lead Contact Centre service performance, quality and customer experience outcomes
Embed process and technology improvements to drive efficiency, consistency and reliability
Maintain service stability and client confidence during periods of operational or technology change
Own client operational engagement, governance, performance reporting and executive communications
Ensure clear accountability, escalation pathways and service transparency
Technical Support Capability & Stability
Maintain enterprise‑grade SLAs for client‑facing IT Support services
Lead uplift of support practices in line with evolving CES technology platforms
Strengthen knowledge management, documentation, tooling and team capability
Ensure support models are scalable, resilient and aligned to future platform needs
Enterprise Client Engagement
Lead operational engagement with enterprise‑level clients, including:
SLA and performance reviews
Incident, service and release communications
Executive‑level briefings and updates
Represent CES with authority and credibility during periods of heightened attention or complexity
Operational Maturity
Uplift management processes, governance and communications
Ensure consistent incident handling across client‑facing and internal services
Embed post‑incident learning and continuous improvement practices
Maintain clear traceability between incidents, fixes and releases
Team Leadership & Enablement
Provide senior leadership and oversight to Contact Centre and Support teams
Coach and support experienced team leaders to drive strong day‑to‑day performance
Remove blockers, uplift operational discipline and build leadership capability
Step in operationally when required during critical service periods
Internal Help Desk Support
Maintain SLA performance for CES internal IT Support services
Improve onboarding, offboarding and day‑to‑day support experiences
Strengthen vendor coordination and service quality outcomes
About you
8-12+ years’ experience in senior operations, service delivery or client operations roles
Proven experience managing enterprise‑level client relationships
Background in Contact Centre, IT Support or Service Desk environments
Experience operating in SLA‑driven, high‑availability service models
Executive‑level communication and stakeholder management
Operational governance and incident management expertise
Process improvement and service optimisation
Ability to lead teams through complexity and change
Our Values
Scheme success is our success:
Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.Win as a Team:
The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.Make a Difference:
Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!Be Engaged:
Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.Do the Right Thing:
Do the right thing by others and the company, and the rest will follow. Seek win-win outcomes, listen, act inclusively, and always aim for better.
