{"id":2985345,"url":"https://alion.io/job/resmed-cx-operations-lead","title":"CX Operations Lead","company":{"id":99683,"name":"ResMed","domain":"resmed.co.uk","url":"https://alion.io/company/resmed-2","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":45,"ghost_share":0,"stale_share":0.8,"repost_share":0.022,"time_to_fill_p50_days":37,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":181000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1639},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-22T00:55:30Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Build the operating system that turns CX strategy into action\nAs CX Operations Lead, you will shape how CX connects strategy, priorities, decisions, execution and performance. Based in Sydney, you will build the shared operating mechanisms that create clarity across the function, strengthen decision-making and turn strategic direction into measurable execution.\nCX Operations owns the operating model, governance and visibility that connect the CX function. Specialist CX teams retain accountability for their work, decisions and outcomes. By making priorities, capacity and trade-offs visible, you will help leaders make informed choices while removing recurring systemic friction that slows teams down.\nWhat You'll Do\nBuild and lead the shared operating system connecting CX strategy, priorities, decisions, execution and performance.\nEstablish operating rhythms, governance forums and decision mechanisms that create clear ownership and consistent follow-through.\nLead shared intake and prioritisation, bringing transparency to demand, capacity, dependencies and trade-offs.\nMake the implications of new priorities visible, including capacity constraints and work that may need to be delayed, reduced or displaced.\nRun a quarterly CX Operating Review, ensuring leaders have clear evidence, recommendations and decisions to act on.\nMaintain a live view of priorities, performance, dependencies, operational friction and accountable owners.\nIdentify recurring systemic friction, use evidence to determine root causes and establish ownership for measurable improvement.\nDefine and maintain clear boundaries between CX Operations and specialist CX teams, ensuring shared mechanisms enable rather than replace team accountability.\nOwn the operating model and visibility for AI-enabled work across CX, including demand, priorities, adoption, governance and impact.\nPartner with CX Enablement Systems and other teams to develop governed, repeatable AI-assisted workflows.\nWhat You Bring\nA bachelor’s degree or equivalent work experience.\nAt least eight years in CX, operations, DesignOps, ProductOps, business operations, transformation, change management or a related field.\nA track record of designing or improving operating models, governance routines, planning cycles or cross-functional ways of working.\nThe ability to translate leadership priorities into clear decisions, ownership and practical operating mechanisms.\nKnowledge of intake, prioritisation, capacity planning and trade-off management.\nFamiliarity with how AI can support knowledge work, team workflows and business operations.\nSuccess using evidence to identify systemic issues and deliver measurable improvements.\nClear communication, sound judgement and effective stakeholder management.\nThe ability to work independently and create structure within complex, changing environments.\nExposure to functions such as Product, Design, Research, Engineering, Marketing or Revenue.\nNice to Have\nInvolvement in AI adoption, workflow automation, AI governance or digital enablement initiatives.\nBackground in CX, DesignOps, ResearchOps or ProductOps within a product-led organisation.\nWork in a global or matrixed environment, influencing outcomes without relying on formal authority.\nWhat Sets You Apart\nBuilder’s mindset: Creates practical structure where it is needed and evolves it as the organisation changes.\nSystems thinking: Looks beyond isolated issues to recognise patterns, dependencies and recurring friction.\nConstructive challenge: Brings clarity to priorities, capacity and trade-offs when difficult choices are required.\nOutcome orientation: Focuses operating improvements on measurable change rather than adding unnecessary process.\nCollaborative influence: Builds alignment across different perspectives while respecting specialist ownership and accountability.\nComfort with ambiguity: Creates direction and momentum when priorities, information or boundaries are still evolving.\nProactive problem-solver: A mindset that seeks to get ahead of issues and problem solve solutions ahead of time\nWhy Join Resmed\nThis is an opportunity to build the operating system that will support the next evolution of CX at Resmed. You will work closely with CX leadership to connect strategy with execution, improve the quality of decisions and create greater visibility across priorities, capacity and performance.\nYour impact will be seen in clearer accountability, more transparent trade-offs, fewer recurring points of friction and more effective use of governed, repeatable AI-enabled workflows. You will help CX become more connected, focused and scalable while ensuring specialist teams continue to own their work and outcomes.\nJoining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! 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