CX Operations Lead: Optimize Customer Experience & Systems

JobAdder Operations Pty; City of Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

40% staff discount

Hybrid working

Learning & development

Birthday leave

Job summary

Adore Beauty is seeking a CX Operations Lead for a 12-month maternity leave contract. You will sit at the intersection of CX, systems and operations, owning day-to-day Zendesk optimisation and cross-team coordination to ensure a seamless post-purchase experience.

You will partner with warehouse, fulfilment, Digital, IT and Marketing to drive improvements and readiness for promotions, launches and business changes.

Qualifications

• Experience owning Zendesk workflows and content.
• Background in ecommerce or retail operations.
• Exposure to warehouse/logistics and post-purchase journey.
• Ability to connect systems and processes across teams.
• Strong relationship-building across CX, warehouse and partners.
• Curiosity and problem-solving mindset.

Responsibilities

• Own day-to-day optimization of Zendesk workflows and AI features.
• Coordinate across CX tech stack including ERP, WMS, Refundid and carrier platforms.
• Troubleshoot issues and identify opportunities to improve customer experience.
• Simplify, automate and improve ways of working across CX teams.
• Ensure readiness for promotions and campaigns and communicate requirements.

Skills

Zendesk

E-commerce

Cross-functional

Process improvement

Change management

Customer experience

Stakeholder management

Tools

ERP system

WMS

Refundid

Carrier platforms

Job description

Adore Beauty is seeking a CX Operations Lead for a 12-month maternity leave contract. You will sit at the intersection of CX, systems and operations, owning day-to-day Zendesk optimisation and cross-team coordination to ensure a seamless post-purchase experience.

You will partner with warehouse, fulfilment, Digital, IT and Marketing to drive improvements and readiness for promotions, launches and business changes.