Job Description

About Us

We’re known for being the country’s most popular rewards program, helping over 10 million Australians get more of what they value beyond the checkout. And through our extended network of partnerships with other nationally recognised brands, we make every day simpler, easier and more rewarding for our members. Plus, we’re also the winner of Canstar Blue's 2023, 2024 and 2025 Most Satisfied Customer award for Rewards Programs 🥇🏆

But, we're more than the card you carry around in your wallet or the app on your phone! Our diverse team is located all over Australia, and our incredible office is located right in the heart of Melbourne CBD. Staying true to our flexible working policy and people-centric culture, we ensure all our team members are set up to work remotely across Australia. We are outcomes-focused, and everything we do is aligned with our core principles - Own, Act and Inspire.

Your Team

We've already built a pretty amazing team, but we're not looking for more of the same. Our day-to-day is made stronger when we surround ourselves with people who are different, like you.

Your Role

The Senior Manager, Member Service Operations & Experience is responsible for leading the Flybuys service centre, executing the service experience strategy, and driving disciplined delivery and sustained improvement in service performance and vendor outcomes.

The role ensures effective governance, control and resilience of outsourced service operations, delivering a reliable, quality member experience aligned to Flybuys’ commercial, risk and compliance obligations.

Reporting to the Head of Program Strategy and Member Operations, this role provides senior operational leadership across the outsourced contact centre and internal stakeholders, translating strategy into disciplined execution and measurable outcomes within the service environment.

This includes accountability for delivery of service performance, vendor outcomes and operational risk within defined frameworks, while embedding demand reduction and efficiency initiatives and ensuring service readiness for program change.

Key areas of accountability:

• Execute the service experience strategy, ensuring alignment to enterprise priorities by improving member engagement while sustainably reducing cost‑to‑serve.
• Drive delivery of the service experience across supported channels, with accountability for performance against agreed service levels, experience metrics and cost targets.
• Drive the development and execution of operational performance frameworks, including target setting, monitoring, reporting and corrective action.
• Lead service readiness for new initiatives and program changes, providing input, review and sign‑off on member experiences to ensure operational feasibility, and embedding changes into the service centre to support effective, consistent delivery.
• Act as the operational escalation point for complex or high‑risk issues, including major service incidents, complaints, and regulatory matters, coordinating timely resolution and executive communication.
• Lead day-to-day vendor performance, driving delivery against agreed contractual obligations, service levels and performance targets.
• Manage operational risk within defined frameworks, including readiness for change, resilience, business continuity and compliance, including readiness for change, resilience, business continuity and compliance.
• Define and execute a clear plan to sustainably reduce cost‑to‑serve through demand reduction, efficiency improvements and workforce optimisation.
• Use service insights and data to identify systemic issues and drive upstream changes across product, policy, technology and communications.
• Lead a team of 3 x FTEs across member escalations and complaints, process improvement, knowledge management, and frontline enablement to ensure effective frontline execution.
• Build, lead and develop a high‑performing operational capability across internal teams and vendor partners to strengthen governance, process discipline and operational impact.
• Lead executive‑level reporting on service performance, vendor delivery and operational risk, providing clear recommendations and decision‑ready insights.
• Manage operational budgets and ensure resources are deployed effectively.

Your Experience

• Outsourced service delivery models for complex propositions (e.g. financial services, loyalty programs)
• Service performance frameworks and metrics (SLAs, AHT, repeat contacts, quality, cost‑to‑serve)
• Operational risk, audit and control frameworks, including remediation approaches
• Defining, monitoring and improving service performance (SLAs, AHT, repeat contacts, quality, cost‑to‑serve), turning insight into sustained outcomes
• Setting direction, governance and performance expectations for outsourced vendors, and holding partners accountable
• Driving audit remediation and embedding sustainable controls and risk management practices
• Acting as senior escalation point for material service issues, making sound decisions under pressure and clearly communicating impacts and trade‑offs
• Influencing and challenging senior stakeholders with clear, decision‑ready perspectives on performance, vendor delivery and emerging risks
• Managing multiple projects and stakeholders with competing priorities
• Leading outsourced service operations and driving vendor accountability against performance and cost outcomes
• Delivering measurable improvements in service performance and cost‑to‑serve
• Owning operational risk, audit remediation and control uplift end‑to‑end
• Acting as escalation point for complex or high‑risk service incidents
• Operating in complex, multi‑stakeholder environments with competing objectives, balancing short‑ and long‑term priorities
• Leads through ambiguity and change, balancing immediate performance with long‑term sustainability

Your Benefits!

We offer our valued team members a stack of exclusive benefits! To name a few...

• Flybuysflex | work from anywhere, measured on outcomes
• Two well-being days per year!
• Volunteer leave
• Ongoing learning & development programs and opportunities
• My Coles and Wesfarmers team member discount card
• Be Well Programs – Mind/Body/Soul
• Quarterly All Team events
• Hybrid social events
• New starter kit merchandise

Be You, With Us. Apply today!

We value ways of working that work for everyone and use our different strengths to make us stronger. We work hard to make sure everyone’s voice is heard and respected equally, regardless of identity, background, position, ability or lifestyle.

It is a condition of employment that successful applicants undergo a National Police Check prior to commencing.