CX Operations Architect: Turning Strategy into Action

Resmed; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

Resmed in Sydney seeks a CX Operations Lead to shape how CX connects strategy, priorities, decisions, execution and performance. You will build the shared operating system that creates clarity across the function and turns strategic direction into measurable execution.

You will own the operating model, governance, and visibility for CX, leading intake, prioritisation and quarterly reviews, while ensuring AI-enabled workflows are governed and effective.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 8+ years in CX, operations, DesignOps, ProductOps, business operations, transformation or a related field.
• Experience designing or improving operating models, governance routines, planning cycles or cross-functional ways of working.
• Ability to translate leadership priorities into clear decisions, ownership and practical operating mechanisms.
• Knowledge of intake, prioritisation, capacity planning and trade-off management.
• Familiarity with how AI can support knowledge work, team workflows and business operations.
• Success using evidence to identify systemic issues and deliver measurable improvements.
• Clear communication, sound judgement and effective stakeholder management.

Responsibilities

• Build and lead the shared operating system connecting CX strategy, priorities, decisions, execution and performance.
• Establish operating rhythms, governance forums and decision mechanisms that create clear ownership and consistent follow-through.
• Lead shared intake and prioritisation, bringing transparency to demand, capacity, dependencies and trade-offs.
• Make the implications of new priorities visible, including capacity constraints and work that may need to be delayed, reduced or displaced.
• Run a quarterly CX Operating Review, ensuring leaders have clear evidence, recommendations and decisions to act on.
• Maintain a live view of priorities, performance, dependencies, operational friction and accountable owners.
• Identify recurring systemic friction, use evidence to determine root causes and establish ownership for measurable improvement.
• Define and maintain clear boundaries between CX Operations and specialist CX teams, ensuring shared mechanisms enable rather than replace team accountability.
• Own the operating model and visibility for AI-enabled work across CX, including demand, priorities, adoption, governance and impact.
• Partner with CX Enablement Systems and other teams to develop governed, repeatable AI-assisted workflows.

Skills

Operating models

Governance routines

Capacity planning

AI workflows

Stakeholder mgmt

Communication

Independent work

Cross-functional

Education

Bachelor’s degree or equivalent

Job description

Resmed in Sydney seeks a CX Operations Lead to shape how CX connects strategy, priorities, decisions, execution and performance. You will build the shared operating system that creates clarity across the function and turns strategic direction into measurable execution.

You will own the operating model, governance, and visibility for CX, leading intake, prioritisation and quarterly reviews, while ensuring AI-enabled workflows are governed and effective.