Head of Customer Operations

Who we areEmployment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally – Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. The EH WayAt Employment Hero, we’re proud of our unique DNA, which we call The EH Way. 1.

We are Mission First – everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission2. We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy3. We are AI First – we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale4. We are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission5.

We Live by Our Values – we role model our values 100% of the time6. We Expect High Performance – we set a high standard and we’re not satisfied with being averageThis roleAs our Head of CX Operations, you’ll play a pivotal role in scaling Employment Hero’s 400-person CX function across 6 geographies, sitting on the CX leadership team, and will drive our strategic initiatives. You’ll lead improvements to systems, processes, and reporting to ensure smooth, efficient operations; while acting as a trusted advisor who delivers critical projects and orchestrates CX leadership team priorities.

Serving as a key strategic partner to the General Manager of CX, you’ll manage operational requests, triage priorities, and support business-as-usual operations. Ultimately, you’ll champion an operations-led approach to accelerate delivery across all aspects of CX. Your key focus areas will bePerformance monitoring and reportingIn partnership with the Data team, build and maintain the right dashboards to ensure CXLT can use accurate data to drive strategic decisions across every CX function. Monitor operational performance against KPIs, and derive actionable insights from data to drive continuous improvement with the CX leadership.

Drive reporting and craft content that circulates to board and other senior leadership forums. Business & system process improvementsStrong understanding of CX functions and optimal process design based on customer experience and performance outcomes. Support CXLT to design and implement streamlined internal processes that enhance efficiency and effectiveness, maintain high-quality standards and improve performance. Identify bottlenecks, inefficiencies, and areas for improvement and innovation that would accelerate CXOps delivery, and overall CX performance. Ensure all processes maintain compliance with relevant regulations and standards governing customer data privacy and security. Oversee selection, implementation, and management of CX technology platforms and tools.

Able to translate business needs into systems requirements. Project ManagementOversee the program of work of the most critical projects in CX, including prioritisation, reporting and budget management. Keep sharp focus on investing in the priorities that ‘move the needle’ and have the biggest impact against KPIs. Lead the most strategic projects for the CX function. Support the team to estimate benefits and calculate ROI.

Maximise the effectiveness of the CXLT and deliver on the operational requirements of the CX functionDrive all the operations of the leadership team including CXLT program meetings, CX All Hands, CX strategic planning and monthly performance reviews. Triage and accelerate delivery of any operational requests from the CX function e. g. reporting, process improvements, performance reviews, org design changes. Comfortable operating tactically, strategically and operationally, and connecting the dots across CX teams and filling the gaps where a project doesn’t fall neatly within one leader’s area of responsibility.

Structured approach to delivery to ensure ruthless prioritisation (think like a GM, founder - ownership mindset) and execution at required pace. Team LeadershipLead and mentor the CX operations team, providing guidance, coaching and support to ensure there is a engaged and high performing team. Establish and monitor key performance indicators (KPIs) for the team, ensuring they align with the company's overall goals. Who you areTo thrive at Employment Hero, you’ll need to embody The EH Way – operating with focus, agility, and an obsession with impact.

You will also bringAnalytical skills – ability to interrogate data to get useful insights and drive decision-making, with a high attention to detail while juggling many projects. Project management – strong experience in project delivery, and a solid understanding and practical experience of Agile frameworks (Scrum, Kanban) and familiarity with Lean principles to apply them to improve workflows. Strategic, curious thinker – demonstrated ability to think strategically, and contribute to the development of short and long-term CX strategies. Curious about ‘the why’ behind certain initiatives, and customer-centric in solution design.

Ruthless prioritisation – able to align CX initiatives with broader company goals and anticipate future challenges. Able to prioritise tasks, meet deadlines and deliver resultsStrong operator - strong track record of being executional, hands-on team management, high propensity to GSD (driving forward deliverables to closure). Strong communicator – excellent written, verbal communication and presentation skills. Able to communicate complex technical concepts to non-technical users. Capable of influencing key decisions amongst senior leaders and managing multiple stakeholders. Adaptable – able to thrive in a fast-paced, dynamic environment. Willing to adapt to evolving customer needs and technology.

Technology acumen – solid understanding of CX SaaS products and services. What we can offerAt Employment Hero, we don’t just talk about a better way to work — we live it.

Joining Employment Hero meansYou will work remotely, with the flexibility to own your time and impactYou will access cutting-edge tools to amplify your work, knowledge and outputsYou’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your lifeYou’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companiesYou’ll also have access to a wide range of benefits, including:

A generous home office budget, Reward and recognition programs, Learning and development programs, live classes and study support,Subsidised egg freezing and generous parental leave, Annual Global Gathering – with recent destinations including Thailand, Vietnam, Bali… and next up, Dubai in 2025Are we a match?Think we’re the right match for you? Fantastic — click ‘Apply’ and our Talent Team will be in touch. At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https: //employmenthero.

com/legals/applicant-policy/We celebrate diverse perspectives and experiences, and we warmly encourage people of all backgrounds and identities to apply.