Head of Cx Operations

**Description**:
**Our mission and where you fit in**

At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

**What might your days look like**

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

As our Head of CX Operations, you will be working with our Operations team and CX function to drive an effective CX strategy, delivering customer insights and driving operational efficiency across our Customer Experience department (which includes Customer Success, Onboarding, Implementations, Customer Support and Digital Engagement).

To be successful, you will need to get deep into (sometimes ambiguous) data so that you can understand the business thoroughly, rapidly diagnose issues and formulate solutions. First Principles Thinking, Intellectual curiosity, and a bias for action are essential.

As our **Head of CX Operations**, you’ll be:

- Define the CX Operations strategy, roadmap and operating model
- Partner with our Data teams to ensure the CX department has access to best-in-class self service reporting and insights
- Own and drive analytics and reporting across the entire CX department including volume, velocity and conversion metrics
- Partner with our Product teams to ensure that product usage data can be used to deliver a best-in-class customer experience
- Own, manage and maintain the CX Tech Stack, including ensuring that CX systems are evaluated, selected, implemented and customised to meet the needs of the CX department
- Continuously improve CX systems and processes Manage, build and lead a global team by coaching and developing existing team members and closing talent gaps where needed

**What will you bring**
- Solid experience in Customer Experience, Customer Success, Support, Implementations or Business Operations, ideally within a high-growth SaaS environment
- Leadership and people management experience
- Demonstrated experience leading a global business operations function across multiple regions and product portfolios
- Demonstrated experience designing a world class technology st
- Demonstrated experience managing a CX budget, ideally across multiple region or product portfolios A “CX scientist” - a highly analytical and data-driven problem solver with a deep understanding of CX analytics, metrics and the levers that drive performance.

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we’ll empower you to let your talents shine.

**Life at Employment Hero**:
**Remote-first principles**

At Employment Hero, we're not just working remotely; we're integrating flexibility and global reach into the heart of our daily operations.

We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.

**Work your way**

Every hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.

**We’ve got your back**

Whether you’re a seasoned remote-first pro, or a first-timer, you’re in good company. With 900+ heroes globally, team support and collaboration is at your fingertips.

But don’t just take it from us, here’s a quote from one of our AU heroes:

- “Working for a company that has purpose and meaning is felt throughout the entire business. No one turns up to work just to get paid - we turn up to work because we care and take pride in what we do, but we also know how to create balance and flexibility in the important things in our life, such as family, friends and leading a lifestyle consistent with our values.”_

Plus you’ll get to enjoy a number of great perks, including:

- Remote-first and flexible working arrangements
- A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We’ve got you covered)
- We set you up for success with the latest and greatest hardware, tools and tech
- Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content)
- Reward and recognition programs - because great work should be recognised and rewarded
- Including Lightning Award for delivering quality work at speed and Values Champion Awards
- Swag app cash back offers and discounts on hundreds of your favourite brands and products
- Self, health, wealth and happiness programs
- Social events and team celebrations
- Employee Share Option Program: be an owne