Customer Experience & Operations Lead (12-Month) (Brisbane)

Company description

Personalised Plates Queensland (PPQ), in partnership with the Queensland Department of Transport and Main Roads, markets and sells personalised number plates across the state. More than just ID, these plates are a canvas for creativity, allowing Queenslanders to express their individuality. PPQ's enthusiastic team aims to make Queensland world-famous for its unique and imaginative number plates. Overview

The Role PPQ is seeking an Assistant General Manager to join the business on a 12‑month fixed‑term contract. This position is designed to complement the existing team rather than replicate the previous incumbent’s experience. You’ll bring your own perspective and approach to supporting key areas of the business and contributing to ongoing improvement. You’ll be part of the PPQ Leadership Team, working closely with the General Manager and functional leaders to strengthen customer experience, governance, and overall business effectiveness. The Opportunity This role provides leadership and advisory support across several priority areas, with a focus on oversight, guidance, and continuous improvement. You’ll contribute by identifying opportunities, supporting team effectiveness, and helping drive positive business outcomes, particularly across customer and trade functions. Key Responsibilities 1. Department Leadership Support – Customer Service & Dealer Sales
- Provide guidance and support to team leaders
- Act as an escalation point where required
- Identify opportunities to improve efficiency and service delivery
- Partner with leaders on reporting, insights, and improvement initiatives
- Support the ongoing development and impact of both teams Outcome: Support consistent performance and continuous improvement across customer service and trade functions. 2. Stakeholder & Escalation Management
- Support resolution of complex customer and operational issues
- Contribute to stakeholder communication, including with TMR
- Assist with matters relating to policy, legislation, and customer concerns Outcome: Enable effective and consistent resolution of complex issues aligned to business and stakeholder expectations. 3. Governance & Risk
- Review policies, processes, and governance frameworks
- Identify areas for improvement and potential risk
- Support the development of clear, practical processes Outcome: Improved clarity, consistency, and risk management across operations. 4. General Administration & Leadership Support
- Support coordination of monthly All‑Staff meetings
- Assist with TMR reporting and key initiatives
- Provide support to the General Manager and leadership team
- Liaise with Publicis Groupe as required Outcome: Support the smooth delivery of key business activities and priorities. Why This Role
- Collaborative, close‑knit team environment
- Prospect to contribute to a well‑established brand
- Exposure to leadership decision‑making and business operations
- Ability to contribute to customer experience and operational improvements
- Involvement across both customer and trade (B2B) functions About You You’re someone who can step into a new environment, build relationships, and contribute effectively within a defined timeframe. You bring a collaborative approach and are comfortable working across teams to support outcomes. You may have:
- Experience in operational, commercial, or business-focused roles
- Strong communication and stakeholder management skills
- The ability to review processes and identify improvements
- Confidence supporting decision-making and resolving complex issues
- An interest in customer experience and business performance You don’t need to meet every requirement to apply
- we welcome a range of backgrounds and experiences. Additional information

Publicis Groupe benefits: Be a part of the Publicis Groupe family, recent winner of the Employer of Choice Awards and one of the world's most progressive and dynamic modern communications businesses. You can learn more about us at . Enjoy all the perks that come with our network offering:
- A comprehensive Wholeself program supporting physical, mindful, and financial wellbeing.
- A creative, lively, and rewarding office environment where people love working with each other, supported by our Publicis Liberté flexibility approach — "working your way with us."
- Access to our Global AI Platform Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
- Extensive Learning & Development opportunities including more than 15,000 learning programs via our online learning platform, Marcel Classes.
- A culture of open feedback and support to reach your goals through our Career Conversations program.
- A committed Diversity, Equality, and Inclusion strategy driven through our Viva Women, Égalité, enABLE, EmbRACE, and Écologique committees.
- Leave benefits including Birthday Leave, Flexible Public Holidays, and an additional 5 days of leave after 2 years of service.
- Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year.
- Parental leave policy with up to 18 weeks based on tenure, paid primary carer leave, secondary carer swap, and Cub Care leave.
- Access to counsellors, psychologists, and professionals through Sonder, an all-in-one digital wellbeing technology platform designed to support psychological, medical & safety needs.
- A workplace that stands together to provide a more open, supportive, and recovery-forward culture for all employees with life-threatening illnesses. Read more about our Working With Cancer Pledge:
- Proud partners of Diversity Council Australia, Pride in Diversity, Family Friendly Workplaces, Supply Nation, and the Australian Disability Network. If you don't tick every box in this ad, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity rather than ticking boxes — so if this role resonates with you, please apply. Diversity. Inclusion. Equity. More than just words; these are part of our DNA. At Publicis Groupe, we are committed to the inclusion and recognition of all people regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status, and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate. We value diversity and the skills, knowledge, and experience that difference brings to our culture and solutions. Uniqueness is powerful; without it, we wouldn't be where we are today. So be you — we like it that way. We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process. If you need any assistance or adjustments, please contact us via recruitmentpublicisgroupe.com; your personal information will be kept confidential. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rqotd