• Join a growing tech product company
• Sydney based with the flexibility to work from home or in the office
• Excellent Work Culture & Employee Benefits

Why choose OneStop?

Established in Sydney in 2002, OneStop has grown to support organisations across the globe, connecting people, goods & technology. Our mission is to deliver seamless, secure, real-time data fuelled connections that power the logistics of delivery. We strive to modernise the movement of goods, and provide supply chain participants the best on the go IT solutions and services.

At OneStop we:

• Promote a positive work-life balance, primarily working from home in an ultra-hybrid model.
• Support working from home with a one-off payment to set up your home office.
• Offer the flexibility to work from anywhere, for two months per year.
• Have one day of paid Birthday Leave in the month of your birthday.
• Provide ongoing training, development & career opportunities. 
• Are a team of customer centric, agile innovators.
• Have regular all staff collaboration days.

At OneStop we want you to bring your true self to work. We are energised by our individuality, unique perspectives, and differing experiences. We believe that all team members should feel valued, respected and safe irrespective of their sex, marital status or pregnancy, race, age, sexual orientation, gender history, religious or political beliefs, impairment, family responsibility or family status.

We champion a “safe to fail” environment in which we learn from each other, share ideas and are guided by our OneStop values of:

We are purposeful  -  We make things simple  -  We are inventive  -  We achieve together!

The opportunity at OneStop

OneStop is seeking a Senior Manager, Customer Implementations to manage a team of specialists to deliver high quality implementations of the OneStop product suite. This will include managing the customer relationship throughout the implementation with a view to exceed the customers’ expectations and experience whilst engaging with OneStop.

What you will be doing:

• Responsible for the overall success of the implementation strategy and roadmap.
• Ensure implementations are delivered within the agreed and specified timeframe using best practices.
• Identify and implement process improvements where appliable.
• Manage cost control during implementation timeframe.
• Ensure regular updates are communicated to key stakeholders both internal and external.
• Effective management of resources to ensure business goals are met.
• Active engagement with all internal teams to ensure transparency of the Product Implementation Roadmap.
• Lead continuous improvement initiatives with a view to reduce task times during the various phases of the implementation.
• Manage customer conflicts / issues / concerns as they arise and escalate if necessary if unable to resolve.
• Hands on approach with the implementation team to assist where necessary.
• Occasionally travel to customer sites, both interstate and overseas.
• As a People Leader:
  • Regular team meetings: set the vision to inspire and motivate the team.
  • Direct reports have goals that are aligned to organizational goals for the performance year.
  • Regular 1:1’s (at least weekly) with direct reports with notes recorded in performance system.
  • Formal mid-year and end of year performance reviews completed in performance system.
  • Appropriately address any issues with under performance in the team.
  • Team management in accordance with business expectations.

What we’re looking for?

• Tertiary qualification in IT, Business Administration or equivalent experience in Customer Relation Management.
• Minimum 5+ years logistics industry experience.
• Minimum 2+ years implementations experience.
• Ability to use metrics to identify trends and develop plans to continuously improve.
• Experience with Jira, Confluence, Zendesk, and Monday.com.
• Exposure to and understanding of product Agile methodologies for technical delivery.
• Demonstrated customer service, project management and implementation experience, preferably in a 24x7 environment.
• Experience in the use of a Customer Relationship Management tool.
• High level communication skills both verbal and written.
• High level stakeholder (both internal/external) management experience.
• Ability to demonstrate an outcome/resolution-based approach and methodology.
• Demonstrated history of a problem-solving mentality.

What’s next?

We look forward to receiving your application if you have the right to live and work in Australia.

Please note that while OneStop offers a highly flexible working environment, our employees must be based in Sydney or live within a reasonable commuting distance of our Sydney office. 

If you are applying via Seek or Indeed please visit our careers page to access the Position Description for this role: https://careers.1-stop.com/.

Agencies - please note that we are recruiting for this position directly and will not be engaging agency partners or accepting resumes.