General Manager Customer Operations – Greater Western Water

• Transformational Executive Leadership opportunity
• Establish the foundations for a modern, digitally enabled customer operating model
• Lead customer service, billing, revenue performance for one of Australia's fastest growing water utilities

Greater Western Water (GWW) operates in one of Australia’s most dynamic and complex regions - spanning dense urban centres, fast-growing outer suburbs and regional communities across Melbourne’s west and the Macedon Ranges. This diversity brings a unique set of challenges in planning, delivering and sustaining essential services across varied geographies, communities and expectations.

GWW is currently in a period of renewal and are focused on restoring stability, improving customer experience, and strengthening internal capability to rebuild trust. This work is essential to delivering reliable services and creating the conditions for long-term transformation.

Reporting directly to the Managing Director, this critical executive role is responsible for leading GWW's customer experience and customer operations function, including customer service, billing, collections, customer support and revenue management. Leading a workforce of approximately 195 people, this is a unique opportunity to lead a significant transformation agenda shaping the customer experience strategy, and build a high-performing, customer-focused culture. You will strengthen core customer operations, optimise service delivery, enhance billing and collections performance, through the successfully adoption of new technologies to improve customer outcomes and operational efficiency.

A key priority will be ensuring billing and revenue services are accurate, timely, compliant, and efficient, while maintaining a strong customer focus and supporting the financial sustainability of the organisation. Critical to your success will be your ability to drive operational excellence by improving efficiency, reducing cost to serve, and delivering consistently high standards of customer service, while also strengthening industry-leading support programs for vulnerable customers that balance commercial outcomes with empathy, care, and fairness.

To be considered for this position you will be an accomplished executive leader with a track record of leading large customer-facing operations through transformation, growth, and performance improvement. Bringing experience across customer service, billing, revenue management, and customer support, you understand how customer experience, operational efficiency, and financial sustainability are interconnected. You have successfully led organisational change, built high-performing and customer-focused cultures, and delivered measurable improvements in service and business performance. A collaborative and people-centred leader, you build trust, navigate complexity, and engage effectively with regulators, community stakeholders, executive leaders, and customer advocacy groups.

This role sits at the frontline of GWW's relationship with customers and requires an executive who can balance commercial discipline, customer advocacy, regulatory compliance, and people leadership while driving significant improvements in customer experience and operational performance. Most importantly, you are an authentic and inspiring leader who can bring people together, create momentum through change and deliver meaningful outcomes for customers, communities and employees alike.

This is an opportunity to join an organisation with a strong sense of purpose, a commitment to innovation and sustainability, and a clear ambition to be a leading customer-focused utility. If you are an accomplished executive customer leader ready to make a lasting impact, we welcome your interest.

To review the Success Profile, please cut and paste this link: https://tinyurl.com/5bc5puvs

For further information or a confidential discussion, please contact Aleisha Cajaglis on 0439 910 866 or Vanessa Huxley on 0417 708 112.

Applications close on Friday 3rd July.