CX Operations Lead

Build the operating system that turns CX strategy into action   As CX Operations Lead , you will shape how CX connects strategy, priorities, decisions, execution and performance. Based in Sydney, you will build the shared operating mechanisms that create clarity across the function, strengthen decision-making and turn strategic direction into measurable execution.   CX Operations owns the operating model, governance and visibility that connect the CX function. Specialist CX teams retain accountability for their work, decisions and outcomes. By making priorities, capacity and trade-offs visible, you will help leaders make informed choices while removing recurring systemic friction that slows teams down.

Build and lead the shared operating system connecting CX strategy, priorities, decisions, execution and performance. Establish operating rhythms, governance forums and decision mechanisms that create clear ownership and consistent follow-through. Lead shared intake and prioritisation, bringing transparency to demand, capacity, dependencies and trade-offs. Make the implications of new priorities visible, including capacity constraints and work that may need to be delayed, reduced or displaced. Run a quarterly CX Operating Review, ensuring leaders have clear evidence, recommendations and decisions to act on. Maintain a live view of priorities, performance, dependencies, operational friction and accountable owners. Identify recurring systemic friction, use evidence to determine root causes and establish ownership for measurable improvement. Define and maintain clear boundaries between CX Operations and specialist CX teams, ensuring shared mechanisms enable rather than replace team accountability. Own the operating model and visibility for AI-enabled work across CX, including demand, priorities, adoption, governance and impact. Partner with CX Enablement Systems and other teams to develop governed, repeatable AI-assisted workflows. What You Bring A bachelor’s degree or equivalent work experience. At least eight years in CX, operations, DesignOps, ProductOps, business operations, transformation, change management or a related field. A track record of designing or improving operating models, governance routines, planning cycles or cross-functional ways of working. The ability to translate leadership priorities into clear decisions, ownership and practical operating mechanisms. Knowledge of intake, prioritisation, capacity planning and trade-off management. Familiarity with how AI can support knowledge work, team workflows and business operations. Success using evidence to identify systemic issues and deliver measurable improvements. Clear communication, sound judgement and effective stakeholder management. The ability to work independently and create structure within complex, changing environments. Exposure to functions such as Product, Design, Research, Engineering, Marketing or Revenue.

Involvement in AI adoption, workflow automation, AI governance or digital enablement initiatives. Background in CX, DesignOps, ResearchOps or ProductOps within a product-led organisation. Work in a global or matrixed environment, influencing outcomes without relying on formal authority. What Sets You Apart Builder’s mindset : Creates practical structure where it is needed and evolves it as the organisation changes. Systems thinking : Looks beyond isolated issues to recognise patterns, dependencies and recurring friction. Constructive challenge : Brings clarity to priorities, capacity and trade-offs when difficult choices are required. Outcome orientation : Focuses operating improvements on measurable change rather than adding unnecessary process. Collaborative influence : Builds alignment across different perspectives while respecting specialist ownership and accountability. Comfort with ambiguity : Creates direction and momentum when priorities, information or boundaries are still evolving. Proactive