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. EROAD's mission is to deliver intelligence you can trust, for a better world tomorrow.

What We’re looking for:
Are you looking for a role in a dynamic global business?

We’re 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 EROAD’s 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:
We’re 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 you’ll love working at EROAD:
EROAD is a true Kiwi success story in the tech sector. Publicly listed since 2012, we’re 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.