CX Readiness & Response Manager (AI Operations)

Location: Sydney, New South Wales, Australia; hybrid workplace

Company

hirify.global is a food-tech platform helping more than 2 million customers discover restaurants and access real-time deals while supporting over 5,000 hospitality venues.

What you will do

• Plan CX capacity for campaigns, product launches, partnerships, and unexpected volume spikes.
• Design guidance documents, macros, routing logic, communication templates, escalation paths, and incident-response playbooks.
• Lead operational responses by aligning frontline teams, CX leaders, senior stakeholders, Product, Engineering, and Payments.
• Build and manage a flexible bench of trained contractors, including onboarding, briefing, quality standards, and activation processes.
• Track volume, backlog, workload, routing, and customer outcomes to maintain operational visibility.
• Improve workflows, documentation, staffing models, and AI-assisted tools after each incident or surge.

Requirements

• At least 3 years of customer-support experience beyond frontline work, such as senior-agent, escalations, subject-matter-expert, or team-lead experience.
• Experience coordinating people and outcomes across teams without formal authority.
• Strong written and verbal communication, including the ability to explain complex, fast-moving situations clearly.
• Experience using data to understand workload, track customer outcomes, and identify priorities.
• Active curiosity and practical experience with AI and operational tools.
• Ability to work effectively in a fast-changing environment and follow outcomes through to resolution.

Nice to have

• Experience in consumer technology, fintech, payments, or high-volume marketplaces.
• Familiarity with Zendesk or similar helpdesk platforms.
• Experience with incident response, contractor coordination, distributed teams, or building operational processes from scratch.

Culture & Benefits

• Autonomy, flexibility, and a collaborative working environment.
• Opportunity to build a new CX readiness and response capability from the ground up.
• Visible operational impact across a rapidly scaling business in Australia, New Zealand, and the UK.
• Work at the intersection of customer experience, operations, technology, and AI-assisted tooling.
• Staff discounts and dining vouchers.