Employment Hero is an Australian tech unicorn - valued at over $1.25 billion. Our world-class software is the easiest way for small and medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year-on-year since our inception in 2014, and now service over 200,000 businesses and 1 million+ active users globally. We have exciting growth plans for 2023 and beyond, powered by our mission of making employment easier and more valuable for everyone.

We take a Remote First approach with our team. Employment Hero can hire across the world, so long as candidates have eligible working rights and are in a suitable time zone to their colleagues. If you’ve got the skills for the role and the passion for our mission then we want to hear from you!

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

The Role

We’re looking for a General Manager, Customer Experience (CX) to join our senior management team to drive the future of our end-to-end Customer Experience across Employment Hero.

This role will be taking the lead on guiding the organisation through the process of defining and delivering our best in class customer experience. This will include creating connected, amazing experiences for our customers at every stage in their Employment Hero journey. You will be responsible for driving improvement and innovation to deliver capability and solutions across the key areas of the CX portfolio. Most importantly, you will be a digital first leader with expertise in leveraging the latest technology to build solutions that delight but also scale.

As the CX Leader, you will manage Employment Hero’s CX function including Onboarding, Implementations, Support, Customer Success, Content & Growth. Specifically, we are seeking someone with the ability to shape and lead this critical part of our product (i.e. a Product leader) who can also lead the delivery of a complex service model.

This role reports directly into our COO and will require strong T-shaped Leadership, as you will have an ability to influence and collaborate closely with the broader business; such as our go-to-market and product teams; to ensure we successfully enable these functions by providing them with the critical support, collateral, education and feedback, in order to provide the best solution to customers.

This is an exciting time to join the CX team and be part of a transformative change in the way we help customers gain exceptional value on our platform. Experience in a fast paced or start up environment will be highly regarded.

Responsibilities

• You will be an agile business leader who can build a clear customer proposition, align product design and execution, drive operational efficiency and optimise our customers' experience.
• You will be highly commercial, driving improved efficiency and company performance.
• You will be able to engage and energise over 200 people to transform our service delivery model and support Employment Hero to grow and scale.
• You will be an exceptional collaborator with a servant leader mindset and will be a natural team player.
• You will be a tech savvy innovator with a growth mindset and a strong enthusiasm for understanding and activating the latest technology solutions, including machine learning and AI.

Requirements

• Extensive experience in a tech-driven and product-led environment, ideally at a General Manager level or above.
• Proven experience in defining and delivering customer propositions.
• Either direct experience, or a robust understanding of a CX or Service Delivery environment.
• Extensive people management and leadership experience.
• High level awareness, education and knowledge of emerging technologies.
• Proven experience in SaaS / Technology is advantageous.
• Extensive exposure to service platform partners, including Salesforce, Zendesk, etc.

Benefits

• Self, health, wealth and happiness programs.
• Remote-first and flexible working arrangements.
• Our Sydney office is dog friendly and remains open for team meetings, collaboration days and those who need a day away from their home office (we are a COVID-safe workspace for those who choose to use it!).
• A generous budget to spend on setting up your home office (if you need a desk, chair, screen? You name it!).
• We set you up for success with the latest and greatest hardware, tools and tech.
• Continuing education / post-graduate assistance program.
• Virtual yoga classes.
• Weekly virtual happy-hour and social events to get to know your new colleagues.
• Quarterly & yearly team celebrations.
• Access to the EH Employee Benefits Program and Hero Rewards Shop, of course!
• Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

• Raised $181M achieving unicorn status February 2022

• LinkedIn Top 25 Startups 2021, ranked #2 in Australia

• The Australian Top 100 Innovators List 2021

• Raised $140M Series E round led by Insight Partners July 2021

• Raised $45M Series D round led by Seek 2021

• Deloitte Technology Fast 50 2020, ranked #42 in Australia

• LinkedIn Top 10 Startups 2020

• Raised $22M Series C Round led by Seek July 2019

• Raised $8 mill series B round led by Seek and OneVentures

• Deloitte Technology Fast 50 2019, ranked #20 in Australia

• GetApp Category Leader Q1 2019

• Deloitte Technology Fast 50 2018, ranked #12 in Australia

• HRD Gold Medalist - Human Capital Management Systems 2018

• HRD Gold Medalist - Rewards and Recognition Service Provider 2018

• HRD Rewards and Recognition Employer of Choice 2018

• LinkedIn Top 25 Startups 2018

• EY Entrepreneur of the Year National Finalist 2018

**When applying for this position, please fill out all of the application questions, thank you**

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