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.