Data Services Team Lead (AU Client)

THE ROLE

We're hiring a Data Services Team Lead to run our Data Services Team (DST) — a growing team of Data Services Officers (Data Labelers) responsible for product cataloguing, matching, master data integrity, and daily data delivery across multiple retail categories.

This is not a quota, watching role. We already have production targets and Standard Operating Procedures (SOPs) in place. What we need is a leader who will own the team's performance and quality, develop the people, and actively reshape how the work gets done — using AI tooling, modern processes, and good judgement to make the team faster, sharper, and more reliable than it is today.

The DST Team Lead is expected to be a problem solver, proactively taking initiative and ownership.

You'll be a hiring manager, a coach, a process owner, and an operational escalation point —and you'll be measured on both team output and team development.

WHAT YOU'LL DO

Lead the team and the people

• Own daily delivery: daily stand ups, weekly team meetings, production reports, shift rosters and team scheduling around AU business hours.
• Run regular 1:1 check ins across DSO I, DSO II and Senior DSO levels, calibrating cadence to where each person is in their development.
• Coach and develop your team — set individual goals, give feedback in the moment, run formal appraisals, and own career, pathing conversations.
• Be a hiring manager: partner with our partner(SysGen RPO) on sourcing, screening, interviewing and onboarding new joiners; own ramp up plans for every new hire.
• Set the standard for how the team works — culture, quality bar, communication norms, escalation paths.
• Own team retention and engagement: spot disengagement early, manage performance issues directly, and drive low and predictable attrition.

Own data quality, governance and delivery

• Deliver accurate, timely data every day across all categories.
• Maintain master data integrity: brands, brand groups, base products, product matches, hierarchies.
• Own the team's quality framework — accuracy targets, sampling, based Quality Assurance (QA), calibration sessions, set audits, root cause analysis on data issues.
• Drive correction of incorrect matches, price outliers, product merges, and masking/encoding errors.
• Coordinate special projects: new retailer onboarding, new category launches, product sweeps, customer specific match runs.
• Preprocess online catalogues — uploads, start/end dates, auto catalogue capture checks, provisional base products.
• Uphold data confidentiality and information, security standards — competitor pricing and client data are commercially sensitive.

Run morning operations and systems checks

• Pricing Insights User Interface (UI) morning systems check; ensure the platform is up and clean before the day starts.
• Crawler monitoring and restarts; raise tickets and follow up on anything broken.
• Support ticket monitoring, new account testing, client report and alert recipient list updates.

Plan capacity and report up

• Forecast workload across categories, customers and project pipelines; plan headcount and shift coverage accordingly.
• Produce clear weekly and monthly operations reports for Sydney leadership — production, quality, utilisation, attrition, risks and asks.
• Surface blockers and tradeoffs early — be the team's voice into the leadership conversation, not just a relay.

Make the team better — using AI and modern tools

• Bring AI into day-to-day work. We expect you to actively use LLMs (ChatGPT, Claude, Gemini) and AI, enhanced data tools (Excel CoPilot, AI features in Google Sheets)to investigate data issues, draft SOPs, summarise reports, accelerate QA, and find faster ways to do repetitive work.
• Apply continuous, improvement thinking (Lean / Kaizen) to the team's workflow — spot bottlenecks, run small experiments, measure the lift.
• Own and maintain the team's SOPs, runbooks and knowledge base; keep them living, not stale.
• Partner with Operations, Product, and R&D teams to feedback on what's slowing the team down and shape tooling improvements.

WHAT WE'RE LOOKING FOR

This role is for a hands-on leader who has done this before — not someone stepping into people management for the first time.

• 7+ years of total experience in data operations, data quality, data labelling/annotation, catalogue management, or a closely related data services discipline — preferably in a Business Process Outsourcing/Knowledge Process Outsourcing (BPO/KPO), analytics, e-commerce or retail tech environment.
• Proven leadership experience — including leading other team leaders. You've run a team of 10+ people and have managed sub, team leads or shift leads (lead of leads), not just individual contributors. You can speak specific examples of how you've grown people, lifted team performance, and held a quality bar.
• Demonstrable use of AI tools to do the job better. You actively use LLMs (ChatGPT, Claude, Gemini) and AI, enhanced data tools (Excel Copilot, AI in Google Sheets) in your current role. You can walk us through real examples of where AI changed how you or your team worked — faster QA, better SOPs, smarter triage, automated repetitive checks.
• Strong Excel and Google Sheets — formulas, pivots, lookups, data cleaning, and large sheet performance. Comfortable manipulating tabular data without engineering support.
• Comfort with web-based data platforms and master, data concepts — brands, products, categories, matching, hierarchies. You don't need to be a developer, but you do need to understand how data systems hang together.
• Quality, and process-oriented mindset. You can document a workflow, write a clean SOP, run sampling, based QA, build a calibration plan, and hold the team to it.
• Stakeholder management at distance. You've worked offshore to onshore (or across regions/time zones), and you know how to build trust with a remote leadership team.
• Excellent written and verbal English— you'll work daily with our Sydney operations and product teams; written clarity is non-negotiable.
• Willingness to work AU business hours with an early start (07:00–08:00 Sydneytime).
• Bachelor's degree in any discipline. Degrees in Information Systems, Computer Science, Statistics, Business Analytics, or related fields are a plus.

A qualitative contributor, not just a quota hitter. You're expected to actively shape how the team is managed and how the work is delivered — not just follow instructions and report numbers up.

NICE TO HAVE

• Experience with retail/ Fast-Moving Consumer Goods (FMCG) / pricing / catalogue / e-commerce data.
• Experience managing an offshore or distributed team delivering to an onshore client (AU, US or UK).
• Familiarity with workplace tooling: Jira, Confluence or Notion, Slack or MS Teams, Google Workspace, MS 365.
• Familiarity with ticketing systems, web crawlers/ scrapers, and basic system monitoring concepts.
• Light scripting or automation skills(Python, JavaScript, GoogleApps Script, or no code platforms like n8n / Zapier / Make / Power Automate).
• Lean Six Sigma, ITIL, or other process, improvement/service, management exposure.

WHY THIS ROLE

• Real ownership. You'll own the team's output, not just relay tasks. If something is broken, you have the mandate to fix it.
• Direct line to senior leadership in Sydney — your voice in how the function evolves.
• Licence to bring AI and modern tooling into the team. We want this, we don't want to be talked into it.
• A team that's already running. Your job is to make it sharper,not start from scratch.
• A growing, data and analytics business with clearretail sector traction.
• A career path: this role is set up to grow into a Data Services Manager/ Head of DST role as the team and product scale.