Strategy & Operations Lead - AI

Accountabilities:: You will lead operational transformation across the business, combining strategic thinking with hands-on execution. Your focus will be on simplifying existing processes, identifying opportunities for AI enablement, and building reliable solutions that deliver measurable improvements. Review existing business processes, map how work is currently performed, eliminate unnecessary steps, simplify remaining workflows, and identify where automation can add value. Build and prioritize a backlog of manual processes to redesign, assessing each opportunity based on its potential business impact and implementation effort. Partner with functional leaders to redesign roles and responsibilities around new AI-enabled workflows, ensuring teams understand how their work will evolve. Design, develop, test, and launch AI agents and automations, covering everything from initial scoping and conversation design to tool integration and deployment. Build AI solutions that handle complex operational tasks involving conversations, emails, documents, exceptions, and other unstructured inputs. Continuously monitor, evaluate, and improve deployed agents, identifying performance issues and addressing problems before they affect customers or internal teams. Develop systems that assess family interactions against established service standards and flag exceptions for review by relevant experts. Track and report measurable outcomes, including time saved, errors identified, process efficiency, and improvements in workflow speed. Collaborate with engineering leadership to determine where agents and automations should operate and establish appropriate technical guardrails. Enable other teams to adopt AI effectively by developing shared tools, templates, best practices, and practical guidance. Lead strategic initiatives in partnership with senior leadership, contributing to broader business transformation priorities. Requirements : The ideal candidate combines hands-on experience building production-ready AI agents with strong operational and commercial judgment. You should be comfortable navigating ambiguity, understanding how teams work in practice, and translating complex business challenges into practical solutions. You will also need to know when automation is appropriate—and when simplifying or eliminating a process is the better answer. Demonstrated experience building and deploying AI agents in production environments that people rely on in their daily work. Proven ability to develop reliable agents for judgment-heavy tasks involving unstructured or complex inputs, such as conversations, documents, and exceptions. Strong understanding of agent testing, evaluation, and optimization, including building test sets, assessing performance, and investigating failures. Experience redesigning operational processes, removing unnecessary steps, and delivering measurable improvements. Ability to work directly with different teams to understand existing workflows and collaboratively design more effective ways of working. Strong commercial judgment, including the ability to assess opportunities, build business cases, prioritize investments, and recognize when an activity should be discontinued. Comfort working in ambiguous environments, taking initiative, and progressing projects without requiring fully defined briefs. Strong communication and collaboration skills, with the ability to engage effectively with senior leaders, functional teams, and engineering stakeholders. Additional experience that would be an advantage: Background in Business Operations, Strategy & Operations, consulting, or product and solutions roles within a scaling technology business. Experience with AI agent platforms, n8n, HubSpot, or Model Context Protocol (MCP) integrations. Experience designing human-in-the-loop processes for sensitive or high-stakes workflows. A track record of documenting, demonstrating, or sharing the solutions you build, either publicly or within an organization. Benefits : Competitive remuneration package. Flexible work-from-home arrangements, with a high level of autonomy and trust. Opportunities for personal growth, promotion, and long-term career development. Friendly, supportive, and collaborative working environment. The opportunity to contribute to a people-first culture recognized among the 2026 Top 10 Inspiring Workplaces across Australasia. The chance to make a meaningful difference for families during some of the most challenging moments of their lives. Significant ownership and influence over how AI and automation transform business operations.