Customer Service Manager (Offshore Transition)

Method Recruitment Bullhorn ·www.methodrecruitment.com.au

Location Richmond, Victoria, Australia
Type Full time
Level Mid
Source Shazamme
3 Open
Apply direct

The Opportunity

This manufacturing client is undertaking a major shared-services transformation to improve efficiency, scalability, and process maturity across the business.

You will play a key role in designing and executing the transition of customer service to a global offshore partner, while supporting a geographically dispersed team and navigating a highly people-centric environment.

This is a 6-month contract with immediate impact, depending on program delivery schedules. Though deadlines are very tight so this will be a challenging role requiring someone with experience in Customer Service Management and Change Management/Offshoring. 

Key Responsibilities

Offshoring & Transition Delivery

  • Lead the end-to-end migration of Customer Service operations to an offshore provider
  • Develop and implement SOPs across phone, email and other support channels
  • Manage knowledge transfer, SLAs, governance frameworks, and vendor engagement
  • Identify opportunities for process improvement, automation, and uplift

Operational Leadership

  • Oversee BAU customer service performance throughout the transition
  • Ensure service levels, responsiveness, and quality are maintained
  • Act as an escalation point for complex or sensitive customer issues

People & Change Management

  • Lead change in a long-tenured, highly relationship-driven environment
  • Drive engagement, communication, and adoption across distributed teams
  • Partner with leadership and HR to manage transition impacts

Performance & Continuous Improvement

  • Monitor and drive KPIs (CSAT, FCR, productivity, etc.)
  • Analyse workflows and implement best-practice processes
  • Embed quality standards and consistent service delivery across teams

What We’re Looking For

  • Proven experience leading offshoring / BPO / shared services transitions
  • Strong background in customer service operations leadership
  • Exposure to SAP or other ERP systems (preferred)
  • Ability to balance hands-on delivery with strategic oversight
  • Excellent stakeholder engagement and change management capability
  • Willingness to be on-site and close to operations as needed

Why This Role?

  • High-impact transformation program with clear deliverables
  • Visible role working closely with senior stakeholders
  • Opportunity to drive process improvement, automation and efficiency
  • Fast-paced, outcome-focused contract with immediate start

How to Apply

Apply now, or reach out for a confidential discussion.

Frequently asked questions

Who is hiring for the Customer Service Manager (Offshore Transition) role?
Method Recruitment Bullhorn is hiring for the Customer Service Manager (Offshore Transition) position, a Shazamme client. Apply directly on the employer's career site.
Where is the Customer Service Manager (Offshore Transition) job located?
The Customer Service Manager (Offshore Transition) role with Method Recruitment Bullhorn is based in Richmond, VIC, AU.
Is the Customer Service Manager (Offshore Transition) role full-time or contract?
This is a full time position at Method Recruitment Bullhorn.
What experience level is the Customer Service Manager (Offshore Transition) role?
The Customer Service Manager (Offshore Transition) position is aimed at mid-level candidates.
How do I apply for the Customer Service Manager (Offshore Transition) role at Method Recruitment Bullhorn?
Apply directly on Method Recruitment Bullhorn's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct