Head Of Operations

About TradeWindow  

At TradeWindow, we create innovative and intelligent software solutions used by leading exporters and freight forwarders. Our mission is to re-define the way businesses establish trust and share information across global supply chains. Inspired by a team of talented thinkers, an amazing culture, and strong growth trajectory – we strive to challenge the definition of possible.

Since launching in December 2018, we have grown rapidly to become a multinational team of talented professionals with operations spanning Australia, New Zealand and the Philippines. We are listed on the New Zealand Stock Exchange and are looking for highly skilled, motivated, and resourceful people to join our journey.

About the Role

Lead our Support and Onboarding teams across all TradeWindow products, as well as our TradeWindow Academy function. This is a critical leadership role responsible for ensuring customers receive outstanding onboarding experiences and ongoing support, driving operational excellence, building high-performing teams, and developing the training and enablement capability that helps customers and internal teams get the most from our platform.

You will lead a team (including people leaders) located in the Philippines, New Zealand, Australia and Indonesia. The role is based in the Philippines and will also serve as TradeWindow’s most senior leader in the country at this time. You will be expected to represent the company and act in that capacity when required (for example with local stakeholders, team members, or on people and operational matters relating to the PH presence). As a member of the Senior Leadership Team, you will contribute to broader company strategy and decision-making while reporting to the CEO. Proven experience successfully managing and developing multinational, multi-timezone teams is essential.

Key Responsibilities

• Lead, coach and develop the Support and Onboarding teams (including people leaders) to deliver high-quality, scalable customer outcomes across all products.
• Own end-to-end onboarding and support performance — including service levels, customer satisfaction, first-contact resolution, time-to-value and retention-related metrics.
• Lead the TradeWindow Academy function, including the design, delivery and continuous improvement of customer and internal training programmes, learning pathways, certification content and enablement resources.
• Act as TradeWindow’s most senior leader in the Philippines, providing local leadership, representation and support on people, culture and operational matters as required.
• Contribute as a member of the Management Committee / Senior Leadership Team to company-wide strategy, planning and decision-making.
• Drive continuous improvement in processes, tooling, knowledge management and workflows to improve efficiency, consistency and customer experience as the business scales.
• Build strong collaboration with Product, Engineering, Customer Success and Commercial teams to ensure smooth handovers, rapid issue escalation and feedback loops that improve both the product and Academy content.
• Establish clear operating rhythms, performance frameworks and development plans for a distributed team spanning NZ, AU, PH and Indonesia.
• Foster a high-performance, customer-centric culture that balances accountability with support and growth.
• Manage team capacity, hiring, onboarding of new team members, and succession planning.
• Monitor operational and Academy metrics, identify trends and risks, and present clear insights and recommendations to the Board, CEO and leadership team.
• Ensure the team operates effectively across different cultures, time zones and working styles while maintaining consistent service and learning standards.

About You

• Proven experience leading multi-country support, customer operations or onboarding teams (ideally 15–30+ people) in a SaaS or technology environment.
• Experience owning or significantly contributing to a customer/partner academy, training, or enablement function is highly desirable.
• Strong track record managing distributed teams across different countries and time zones, with particular experience working effectively with teams in the Philippines and/or Southeast Asia.
• Demonstrated ability to improve operational metrics (CSAT, NPS, resolution times, onboarding completion rates, etc.) through process, people and tooling changes.
• Excellent people leadership skills — you develop leaders, coach for performance, and build engaged, high-trust teams. Comfortable stepping into a broader country leadership presence when needed.
• Experience operating at, or contributing to, senior leadership / management committee level is preferred.
• Comfortable operating in a fast-growing, sometimes ambiguous environment and able to bring structure and clarity.
• Strong commercial awareness and customer empathy; you understand how operational excellence and effective enablement directly impact retention and growth.
• Clear, confident communicator who can influence stakeholders at all levels and present insights to the CEO and senior leadership.
• Experience in trade, logistics, supply chain or B2B SaaS is highly regarded but not essential.

What We Offer

A great team environment, opportunities to progress your career, and a competitive salary and incentive package. We value flexibility, continuous learning and the chance to make a real impact in a fast-growing listed company transforming global trade.