Senior Operations Analyst

Electric Kiwi has been shaking up the power sector since 2014. Today we’re a proud bunch of innovators disrupting electricity, broadband and mobile. Founded by Kiwis, for Kiwis, we operate some of Aotearoa’s fastest-growing brands, including Electric Kiwi and Kiwi Mobile.

We’re a team of almost 200 peeps and our purpose is simple: we exist to make it better, for our customers, our people and our business! 

We’ve got a bold strategy and big ambitions to deliver innovation and a digital-first customer service, with relentless commitment to our customers. 

We’re looking for people that bring:

• Curiosity, courage, and a growth mindset that isn’t limited to what's been done in the past
• Respect for others and a collaborative spirit
• Desire to challenge the status quo and build along the way
• Keen to incorporate AI into all the things!

What you’ll do:

• Develop deep expertise across our operational processes - understand the detail, the edge cases, and the "why" behind how things work
• Monitor and assess operational processes, proactively identifying issues and building solutions that prevent customer or business impact
• Collaborate with Product, Technology, and Service teams to contribute to platform delivery — gather requirements, join scoping sessions, and translate operational realities into clear inputs for Technology teams
• Coordinate operational projects and initiatives end-to-end - proactively managing dependencies, keeping stakeholders informed, and driving delivery through to completion
• Engage with stakeholders across the business — represent Operations in cross-functional forums and build the relationships that make delivery faster
• Contribute to transformation initiatives by embracing and championing AI-powered tools, automation, and new ways of working across our operations
• Ensure compliance obligations are met across your area of responsibility, maintaining robust processes to monitor and manage risks across both manual and automated operations

How we’ll know you’re smashing it:

• You own your area and the team trusts your judgment. Your process knowledge is actively shaping how we design for the future
• Processes and systems run with minimal lags, with issues proactively identified and resolved at the root cause before they impact customers or the business.
• Stakeholders see you as a credible Ops voice in delivery forums and cross-functional stakeholders actively seek your input
• Operations are future-proofed through continuous improvement — embracing AI, automation, and digital innovation to deliver more efficient and resilient workflows
• Compliance obligations are consistently met, with robust monitoring across both manual and automated operations

 

Mindset:

• Curiosity that keeps going. You want to understand why things work the way they do, and how they could work better. 
• Comfortable in ambiguity. We're a challenger business in the middle of a transformation. Priorities shift, things move fast, and the path forward isn't always clear. You thrive in that environment and find a way forward.
• Ownership mentality. You see what needs doing and back yourself to get on with it. You hold yourself to a high standard and take challenges in stride.
• Excited by transformation. We're building a human-led, agent-operated business. The processes you understand deeply today are the ones you'll help design, automate, and improve tomorrow. That excites you.
• A communicator who flexes. You can explain a complex process to a non-expert, engage meaningfully in a technical scoping session, and have a straight-up conversation with a partner when needed.

Skills & experience:

• Proven experience in an operational, business analysis, or process-driven programmes of work
• Strong stakeholder engagement - you've worked across teams, built relationships across businesses, and influenced outcomes through communication
• Analytical and detail-oriented - comfortable working with data, investigating exceptions, and making evidence-based recommendations
• Comfortable engaging with technology teams - you can follow technical conversations and translate between business and technical language
• Project coordination capability - you've managed work streams, tracked dependencies, and delivered outcomes. We care about demonstrated capability, whether that comes with a qualification or not
• Comfortable in regulated environments - you understand what it means to operate with compliance obligations and you take that seriously
• Experience in energy, utilities, or telco is a bonus.

If you meet some or more than these skills, we still want to hear from you as the right mindset matters most.

We’re a fast moving (grown up) start up that thrives on agility. 

How we make it better for you

• 5 extra days of paid leave 
• EAP through Clearhead 
• A share programme, cause success is sweeter when it’s shared 
• 50% off public transport 
• Office doggos 
• Epic office views 

If you’re looking to make a difference in a company that makes a difference, we want to hear from you. 

To be eligible for this role, you must have permanent working rights in NZ.