CX Operations Manager

Humanforce is deliberately moving toward becoming an AI-native organisation. We see AI as a fundamental shift, not an incremental improvement — we're redesigning the core of how we operate.

You are an experienced operations leader who thrives on building scalable, high-performing environments within Customer Experience (CX) organisations. You bring a systems mindset and a passion for data-driven decision making.

What you will do

• Lead the design, implementation, and continuous improvement of scalable operational processes across Customer Support, Customer Success, and Professional Services

• Standardise and automate workflows to reduce manual effort, eliminate redundancies, and optimise productivity across CX teams

• Own the end-to-end process of KPI definition, tracking, and dashboard creation, delivering actionable reporting on performance, SLAs, team velocity, and customer-impacting trends

• Support the implementation and optimisation of CX systems and tools (e.g., Customer Success, Support, Project Management platforms)

• Lead monthly and quarterly CX operating cadences, including metric reviews and operational retrospectives

• Build and maintain documentation, playbooks, and SOPs that codify operational best practices

• Mentor and coach CX Team Leads, fostering a culture of performance, innovation, and customer-centricity

What you'll need

• 5+ years' experience in an operations role within a B2B SaaS or technology environment

• Deep understanding of RevOps and CX operations

• Demonstrated experience designing and implementing KPI frameworks, dashboards, and executive-level reporting packages

• Hands-on experience in tools such as Zendesk, Gainsight, Power BI, Tableau

• Direct experience using AI tools in your day-to-day work, or a strong openness and eagerness to learn how to apply them to enhance outcomes

Hybrid model — minimum two days a week in office. Sydney, NSW.