Customer Operations Data and Performance Lead

A career with EROAD offers the unique opportunity to work in a fast-growing organisation that is at the forefront of in-vehicle technology enhancing road safety productivity and reducing environmental impact. EROADs mission is to deliver intelligence you can trust for a better world tomorrow.

What Were looking for:
Are you looking for a role in a dynamic global business

Were looking for a Customer Operations Data & Performance Lead to join our team. This role is key to driving operational excellence through data analytics performance management and continuous improvement across EROADs Customer Operations functions ensuring data-driven decision-making and consistent high-quality customer outcomes at scale.

About the Role:
As the Customer Operations Data & Performance Lead you will own the performance measurement and reporting framework for Customer Operations ensuring operational metrics insights and reporting standards are consistent accurate and aligned with business objectives.

You will translate large and complex datasets into actionable insights enabling leaders to make informed decisions and improve customer experience productivity and operational efficiency. Working cross-functionally with Technical Support Customer Care Product Sales and Business Intelligence teams you will play a critical role in shaping data-driven operational strategies across the organisation.

As a Customer Operations Data & Performance Lead you will be responsible for:

Performance Management & Governance
Establish and maintain KPI frameworks across Customer Operations. Define and govern operational metrics track performance against service levels and lead regular business reviews to identify trends risks and improvement opportunities. Partner with Workforce Management to support forecasting capacity planning and workforce efficiency.

Data Analytics & Insights
Deliver actionable insights through trend analysis root cause analysis and predictive analytics. Analyze customer demand support volumes and performance drivers to provide meaningful recommendations that enhance operational outcomes.

Reporting & Dashboard Management
Own and develop reporting architecture and dashboards across platforms such as Power BI Salesforce and other operational tools. Standardize reporting definitions ensure data integrity and provide executive-level scorecards and performance reports.

Continuous Improvement
Lead data-driven process improvement initiatives. Identify bottlenecks recommend automation opportunities and support operational maturity programs to enhance efficiency and performance across Customer Operations.

Executive Business Reviews
Prepare and present insights to senior stakeholders delivering clear data-driven recommendations and enabling informed decision-making at the leadership level.

Skills and Experience:
Were looking for a highly analytical and commercially minded leader who can drive performance through data and influence outcomes across a global organisation.

• Proven experience in Customer Operations Business Analytics or Performance Management
• Experience leading analytics or performance functions and working with executive stakeholders
• Strong analytical capability with expertise in Excel SQL Power BI or similar tools
• Experience with CRM and operational platforms such as Salesforce Jira Zendesk or equivalent
• Strong experience in forecasting capacity planning and performance tracking
• Ability to translate complex data into clear actionable insights
• Excellent communication and stakeholder management skills with the ability to influence at senior levels
• A continuous improvement mindset with a focus on quality efficiency and customer outcomes

Why youll love working at EROAD:
EROAD is a true Kiwi success story in the tech sector. Publicly listed since 2012 were represented on the NZX and ASX and continue to grow rapidly across New Zealand Australia the Philippines and the USA.

We value diversity and are proud to be a multicultural organisation. At EROAD we invest in our people through employee recognition programs EAP offerings and continuous learning opportunities.

Our people are at the heart of everything we do we foster a culture of innovation collaboration and belonging where your ideas can thrive.

Join EROAD and be part of a purpose-driven organisation shaping the future of connected transport we would love to hear from you.