CX Capacity & Incident Readiness Manager

Shoptalk; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Staff discounts

Dining vouchers

Job summary

EatClub in Sydney is seeking a CX Readiness & Response Manager to shape how we prepare for and respond to demand surges across CX, Product, and Engineering. You will design capacity models, contractor benches, and incident playbooks to keep service smooth during campaigns and outages.

You’ll own the end-to-end workflow after incidents, track outcomes, and continuously improve routing, staffing, and AI-assisted tools.

Qualifications

• 3+ years in customer support with experience beyond frontline as a senior agent or team lead.
• Ability to coordinate across CX, Product and Engineering without direct authority.
• Strong written and verbal communication to convey fast-moving situations clearly.

Responsibilities

• Plan and prepare CX capacity ahead of campaigns, launches, and volume spikes.
• Lead operational response when extra support is needed with clear priorities.
• Manage a flexible contractor bench to scale quickly without sacrificing quality.
• Track volume, backlog and outcomes to keep leadership informed.
• Coordinate with Product, Engineering and Payments to surface customer impact.
• Build and improve processes and AI-assisted tools for future incidents.

Skills

Customer support

Team leadership

Cross-team coordination

Tools

Zendesk

Job description

EatClub in Sydney is seeking a CX Readiness & Response Manager to shape how we prepare for and respond to demand surges across CX, Product, and Engineering. You will design capacity models, contractor benches, and incident playbooks to keep service smooth during campaigns and outages.

You’ll own the end-to-end workflow after incidents, track outcomes, and continuously improve routing, staffing, and AI-assisted tools.