CX Capacity & Incident Strategy Lead

EatClub; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Staff discounts

Dining vouchers

Job summary

EatClub is seeking a CX Special Projects & Capacity Manager to orchestrate capacity planning and incident response across Customer Experience, Product, and Engineering. You will own how teams prepare for campaigns, outages, and volume spikes, building scalable processes and a contractor bench to ensure service continuity.

You will drive improvements in workflows, leverage AI-assisted tools, and maintain clear communication with leadership during live incidents, ensuring fast, reliable outcomes

Qualifications

• 3+ years in customer support, with senior or team-lead experience.
• Experience coordinating across CX, Product, and Engineering.
• Strong written and verbal communication for diverse stakeholders.
• Experience using data to understand workload and customer outcomes.
• Genuine curiosity about AI and operational tooling.

Responsibilities

• Plan CX capacity ahead of campaigns, launches, and spikes, including guidance documents and contractor briefing.
• Lead the operational response when additional support is required, aligning priorities.
• Manage a flexible contractor bench to scale quickly without sacrificing quality.
• Track volume, backlog, and customer outcomes to maintain a clear picture of ongoing work.
• Coordinate with Product, Engineering, and Payments to surface customer impact and drive fixes.
• Build and improve processes, workflows, and AI-assisted tools for easier future incidents or surges.

Skills

Cross-functional coordination

Communication

Operational design

Data-driven decisions

AI tool familiarity

Tools

Zendesk

AI tooling

Job description

EatClub is seeking a CX Special Projects & Capacity Manager to orchestrate capacity planning and incident response across Customer Experience, Product, and Engineering. You will own how teams prepare for campaigns, outages, and volume spikes, building scalable processes and a contractor bench to ensure service continuity.

You will drive improvements in workflows, leverage AI-assisted tools, and maintain clear communication with leadership during live incidents, ensuring fast, reliable outcomes