CX Operations Lead (AI)

Location: Sydney, NSW, Australia

Company

hirify.global develops health-focused products and services and is building the operating system supporting the next evolution of CX.

What you will do

• Build and lead the shared operating system connecting CX strategy, priorities, decisions, execution and performance.
• Establish operating rhythms, governance forums and decision mechanisms with clear ownership and follow-through.
• Lead shared intake and prioritisation, making demand, capacity, dependencies and trade-offs visible.
• Run quarterly CX Operating Reviews with evidence, recommendations and decisions for leaders.
• Maintain visibility of priorities, performance, dependencies, operational friction and accountable owners, using evidence to address systemic issues and measurable improvements.
• Own the operating model for AI-enabled CX work and partner with CX Enablement Systems to develop governed, repeatable AI-assisted workflows.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least eight years of experience in CX, operations, DesignOps, ProductOps, business operations, transformation, change management or a related field.
• Experience designing or improving operating models, governance routines, planning cycles or cross-functional ways of working.
• 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 AI applications for knowledge work, team workflows and business operations.
• Experience using evidence to identify systemic issues and deliver measurable improvements.
• Clear communication, sound judgement, effective stakeholder management, independent work and the ability to create structure in complex, changing environments.
• Exposure to Product, Design, Research, Engineering, Marketing or Revenue functions.

Nice to have

• Experience with AI adoption, workflow automation, AI governance or digital enablement initiatives.
• Background in CX, DesignOps, ResearchOps or ProductOps within a product-led organisation.
• Experience in a global or matrixed environment and influencing outcomes without formal authority.

Culture & Benefits

• Work closely with CX leadership to improve decision quality, accountability and visibility across priorities, capacity and performance.
• Support a diverse and inclusive culture that encourages individual expression and innovative ideas.
• Join a challenging, supportive and inspiring workplace focused on excellence.
• hirify.global commits to responding to every applicant.