CX Operations Manager

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Humanforce is hiring a CX Operations Manager in Sydney to design and scale CX and RevOps, standardising workflows, owning KPI definitions and dashboards, and driving automation across Customer Support, Success and Professional Services while aligning with Finance, Product and GTM. The role demands 5+ years of ops leadership in a B2B SaaS environment, a solid grasp of RevOps and CX, experience with Zendesk, Gainsight, Power BI or Tableau, and a track record delivering cross-functionally in AI-enabled settings. To apply, show quantified impact, describe KPI frameworks and dashboards you built, highlight cross-team collaboration, and demonstrate a growth mindset aligned with our bold, customer-obsessed values, and confirm willingness to work onsite in Sydney.

Who are we?  

Humanforceʼs vision is to make work easier and life better for frontline and flexible workforces. 

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centered, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, Payroll, and Wellbeing.  

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the worlds talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

AI at Humanforce 

At Humanforce, we’re not experimenting at the edges of AI, we’re redesigning the core of how we operate. We see AI as a fundamental shift, not an incremental improvement, and we’re deliberately moving toward becoming an AI-native organisation.  

That means rethinking how work gets done end-to-end, how we build our products, make decisions, serve customers, and scale impact. We’re not layering AI onto old ways of working, we’re redefining and reimagining our processes, tools, and team structures to take full advantage of what AI makes possible.   

This is a moment of real change. We’re moving fast, learning in real time, and challenging assumptions about roles, workflows, and productivity. If you’re motivated by transformation, not optimisation, and want to help shape how a global tech company operates in an AI-first future, Humanforce is the place to do it. 

Who you are 

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, with a strong understanding of how Revenue Operations and CX functions intersect to drive growth and retention. 

In this role, you will work cross-functionally with Customer Success, Customer Support, Professional Services, Revenue Operations, Finance, Product, and GTM teams to drive operational excellence, automation, and performance governance across the entire customer lifecycle.  

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. 
• Act as the operational bridge between CX and Revenue Operations, aligning on systems, tools, reporting, and joint planning cadences to support efficient revenue growth and customer retention. 
• Support the implementation and optimisation of CX systems and tools (e.g., Customer Success, Support, Project Management platforms) to ensure strong adoption and alignment with business objectives. 
• Lead monthly and quarterly CX operating cadences, including metric reviews, health checks, and operational retrospectives to drive accountability and continuous improvement. 
• Build and maintain documentation, playbooks, and SOPs that codify operational best practices and enable repeatable, high-quality customer outcomes. 
• Mentor and coach CX Team Leads, strengthening their operational capabilities and fostering a culture of performance, innovation, and customer-centricity.   

 What you’ll need

• Bachelor’s degree in Business, Operations, or a related field (advanced degree preferred). 
• 5+ years’ experience in an operations leadership role within a B2B SaaS or technology environment. 
• Deep understanding of RevOps and CX operations, including how to drive productivity, performance, and scalability. 
• Demonstrated experience designing and implementing KPI frameworks, dashboards, and executive-level reporting packages. 
• Strong systems and analytics mindset, with hands-on experience in tools such as Zendesk, Gainsight, Power BI, Tableau, or similar platforms. 
• Excellent analytical, project management, and problem-solving skills with a strong attention to detail and outcomes. 
• Proven ability to work cross-functionally across RevOps, Finance, Product, and GTM teams. 
• 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.   

Some ‘nice to haves’

• Experience building and managing global or hybrid (onshore/offshore) resourcing models. 
• Experience leading system migrations or large-scale process transformation initiatives. 
• Exposure to customer lifecycle optimisation strategies across onboarding, engagement, and renewals. 

Our values  

• We are bold  
• We are all in  
• We are customer obsessed  
• We do what we say  
• We are good humans  

Our approach to flexibility

We are passionate about people making their own decisions about where and when they work. Our hybrid model of minimum two days a week of in office moments supports flexibility tailored to individual and team needs, empowering people to achieve their career and personal goals. 

Benefits

• A truly flexible workplace through our Flex@HF approach 
• The opportunity to be part of a fast-growing global tech company 
• A focus on learning and development through Humanforce HR 
• A generous talent referral program – know great people, be rewarded 
• 12 weeks paid parental leave for primary careers, 4 weeks for secondary 
• 4 extra days leave to focus on your wellbeing 
• Contemporary and practical Employee Assistance Program  
• A cool reward and recognition program – shout to your colleagues and earn points to spend 
• Access to our own financial wellbeing platform Thrive – including earned wage access, tools to budget and save, perks and cashback across 100s of Australian retailers 
• Fun, collaborative culture with passionate people 
• A workplace where you can genuinely improve the world of work!  

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.