Program Lead (Customer Experience)

Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion!

We make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good. 

With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

As our CX Program Lead, you are the architect of our scale. This is a senior leadership role responsible for designing and running the scalable CX operations that will allow us to meet our massive growth goals. You’ll own the PMO for CX, drive change management & continuous improvement, and act as a bridge between high-level strategy and frontline execution.

This isn't just about checking boxes; it’s about genuine strategic leadership, influencing at all levels, and building high-performing teams that feel safe to innovate.

• Architecting the Future: Designing and kickstarting our new Refunds, Replacements & Appeasements Framework to balance cost-efficiency with a stellar customer experience.
• Leading Through Change: Acting as the primary liaison for change management ensuring our CX team is ready for a new feature release and that customer pain points are prioritized for the roadmap.
• Process Design: Building out customer workflows and translating policy decisions into processes for our CHT 
• Storytelling with Data: Coaching the broader programmatic team on how to move from "gut feeling" to data-driven decision-making to secure stakeholder buy-in.
• Building Resilient Cultures: Facilitating 1:1s and feedback loops that foster a culture of radical candor and psychological safety.

You think in systems and frameworks but aren't afraid to roll up your sleeves to get into the details. You have a proven ability to own complex roadmaps end-to-end, tying every initiative to measurable outcomes like CSAT, cost, and process improvement rather than just delivery milestones. 

You are an expert at stakeholder influence and change management, able to bring cross-functional teams along through significant shifts while protecting the frontline experience. You build empowered teams where feedback flows freely, and you’re comfortable coaching people to reach their highest potential.

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).

Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that.

If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.