AI-Driven Customer Ops Transformation Director

The Iconic; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

The Iconic in Sydney, NSW, seeks an Associate Director for AI-Driven Customer Ops & Transformation to evolve our customer operations into an AI-enabled function that drives efficiency and improved outcomes. Reporting to the CCO, you will steer strategic transformation across global teams and ensure CX supports commercial goals.

You will lead both onshore and offshore teams, build compelling business cases, and champion AI-driven improvements to reduce cost-to-serve while lifting NPS/CSAT and

Qualifications

• Experience leading customer operations or transformation initiatives.
• Ability to manage onshore and offshore teams.
• Proven ability to build business cases for transformations.

Responsibilities

• Steer the evolution of customer operations into an AI-enabled function.
• Drive strategic transformation across global teams and align CX with commercial goals.
• Lead onshore and offshore teams, build business cases, and champion AI-driven improvements to reduce cost-to-serve while improving NPS/CSAT and lifetime value.

Job description

The Iconic in Sydney, NSW, seeks an Associate Director for AI-Driven Customer Ops & Transformation to evolve our customer operations into an AI-enabled function that drives efficiency and improved outcomes. Reporting to the CCO, you will steer strategic transformation across global teams and ensure CX supports commercial goals.

You will lead both onshore and offshore teams, build compelling business cases, and champion AI-driven improvements to reduce cost-to-serve while lifting NPS/CSAT and