State Manager (Operations & Customer Service)

State Manager – Operations & Customer Service

Criterion Industries

Lead State Operations for a Growing National Manufacturer

Criterion Industries is a leading Australian manufacturer of aluminium partitioning systems, sliding systems, doors, and hardware accessories. With a strong national footprint and a focus on quality, performance, and customer experience, we are entering a new phase of operational growth under a newly appointed Chief Operations Officer.

We are seeking a high-calibre State Manager to lead and optimise our state-based operations, ensuring consistent performance across manufacturing, logistics, and customer service.

About the Role

Reporting directly to the Chief Operations Officer, the State Manager is responsible for the end-to-end operational performance of the branch.

This role leads all operations and customer service functions, ensuring alignment between production, service delivery, and customer expectations.

While the Sales team operates as a separate function and does not report into this role, the State Manager will work closely with Sales to ensure operational capacity, service levels, and delivery outcomes align with customer demand.

You will lead a multi-functional team across:

• Manufacturing & Production & Stock management
• Warehouse & Logistics (Inwards Goods, Pick & Pack, Despatch)
• Customer Service & Tradedesk
• Project Coordination & Drafting Support (where applicable)

Key Responsibilities

Operational Leadership

• Lead all branch-based operations to deliver on-time, on-spec, and cost-effective outcomes
• Oversee production, warehousing, and logistics performance
• Ensure alignment between scheduling, output, and customer demand
• Oversee a culture of achievement and next-level customer care

Customer Service & Cross-Functional Alignment

• Oversee Customer Service teams to ensure high-quality client interactions and order accuracy
• Work closely with Sales to align operational capacity with pipeline, forecasts, and customer commitments
• Support key account and project delivery requirements from an operational perspective
• Take end-to-end ownership of the customer experience post-sale, removing operational friction and enabling the Sales team to focus on growth and new opportunities.
• Lead cross-functional coordination to swiftly resolve issues, ensuring customers receive consistent, high-quality service at every stage.

People Leadership

• Lead and develop direct reports including Operations Manager and Customer Service Team Leader
• Build capability across frontline leadership and operational teams
• Drive a culture of accountability, teamwork, and performance

Safety, Quality & Compliance

• Ensure adherence to all WHS and compliance requirements
• Maintain high standards of product quality and operational discipline
• Promote a proactive safety culture across all teams

Performance & Continuous Improvement

• Monitor and manage key KPIs including productivity, lead times, and cost performance
• Identify inefficiencies and implement improvement initiatives
• Drive standardisation of processes in line with national frameworks

Financial & Cost Management

• Manage labour, materials, and operational costs within the state
• Drive cost control and efficiency improvements
• Support budgeting and financial performance targets

About You

You are an experienced operational leader with a strong track record in manufacturing or industrial environments. You are confident leading large, multi-disciplinary teams and working collaboratively across functions.

You will bring:

• Proven experience managing manufacturing and/or operational teams
• Strong leadership capability across operations and customer service functions
• Ability to work effectively alongside Sales teams to align delivery with demand
• Demonstrated ability to drive performance, accountability, and improvement
• Solid understanding of supply chain, logistics, and production workflows
• Financial awareness with experience managing costs and budgets
• Knowledge of WHS requirements within an industrial environment
• Strong communication and stakeholder engagement skills

Why Join Criterion Industries

• Key leadership role reporting directly to the COO
• Clear separation of Sales and Operations, enabling focus on operational excellence
• Opportunity to influence performance across a critical state operation
• Supportive executive team with a clear operational direction
• Long-term growth opportunities within a national business

Apply Now

If you are ready to take ownership of a state operation and drive meaningful performance outcomes, we would like to hear from you.

Apply via SEEK with your resume and a brief cover letter outlining your experience.