Customer Service Group Lead, Commerce - Consumer

The CS Group Lead - Consumer plays a critical role in managing the success of the CS Consumer Experience function within the Afterpay / Loan Servicing Cust Ops org and its support of the overall Commerce business unit. This includes proactive management of product and business change to ensure there is no adverse impact to Consumers and the readiness of our teams, as well as management, to lead the reactive elements where things don't go according to plan. You'll be responsible for all aspects of running the Afterpay / Clearpay Consumer experience inbound CS teams ensuring inbound contact and complaint resolution to SLAs and quality standards and responding to all elements of process and product change. You will be accountable for the delivery of service through our internal teams and selected partners ensuring that we tightly manage, review and maintain strong relationships and outcomes for our customers and internal stakeholders.