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Engineering Manager - Customer Operations at hipages Group | Swiftcruit
Hi! We’re hipages, an ASX-listed tech company and Australia’s #1 digital platform connecting households with trusted home improvement businesses. We're on a mission to transform the home improvement industry to build better lives for everyone.
With teams across Australia, New Zealand, the Philippines and Vietnam, we work as one team with a shared purpose. We’re proud to be a certified Great Place to Work and WORK180’s #1 Employer for Women. At hipages, you’ll find real impact, career growth and a workplace where everyone belongs.
About the Role
Lead two squads driving full AI acceleration across hipages' customer operations. You'll own our Salesforce Agentforce platform and an AI Transformation squad already running a live voice AI agent in production, shipping new agents across voice, chat, email and back-office processes, with visibility all the way to our CRO, CFOO and CTO.
Why Join Our Engineering Team?
Hybrid working model
Competitive salary, benefits, and everyday discounts
In-house Talent Development team to prioritise personal and career growth
Cross-functional collaboration
Hands-on learning opportunities and workshops for continuous upskilling
How You Will Add Value
Own the AI agent portfolio: running Alex (Collections Voice AI) in production and shipping new agents across customer operations, both customer-facing and back-office.
Co-author the AI transformation roadmap with Product Managers and business stakeholders, then drive it through to execution.
Own the operational health of the Customer Operations platform, including Salesforce custodianship, risk, tech debt and architectural evolution.
Guide architecture across a hybrid estate of vendor platform and in-house products, making clear configure-vs-customise-vs-build calls.
Set the engineering quality bar: CI/CD, testing, observability, security and release management and hold your teams accountable to it.
Partner with leaders across Service, Sales and Finance to design solutions that lift operational efficiency and customer experience, translating between technical reality and business priority in both directions.
Lead and develop two high-performing squads with distinct operating modes, building a culture of feedback, learning and continuous improvement — and growing the technical leaders below you.
About You
You've shipped AI into real operations: Agents, automation or ML workflows that changed how a business function runs — and know the gap between a demo and a production system a business depends on.
You're high-agency, outcome-focused and future-oriented, judging by outcomes rather than effort and pulling your organisation toward what great looks like.
You're a proven Engineering Manager of cross-functional product squads, comfortable owning rituals, performance, OKRs and delivery.
You're fluent in vendor-platform ecosystems: Salesforce preferred, or comparable enterprise platform depth.
You communicate with credibility across senior stakeholders, translating technical and business considerations both ways.
You bring a strong technical foundation — enough to earn the respect of senior engineers and make credible build/buy/defer calls.
Nice to have: Salesforce certifications, experience managing multiple teams with different operating modes, a background in marketplace or SaaS environments, and hands-on exposure to LLM/agentic tooling such as voice agents, RAG or evaluation frameworks.
Life at hipages
We're more than just a workplace. We're a place where you can be yourself, do great work and grow your career. Recognised as a Great Place to Work, our inclusive, supportive culture helps people thrive.
You'll use the best tools and tech, with real impact on our products and customers. We invest in your development and lead with coaching, not micromanagement – it's why 85% of our team say their leader is great.
And there's more:
Diverse, collaborative teams that love solving problems
Agile squads, hackathons, off-sites and roadshows
Extra leave for birthdays, volunteering, and more
Healthy snacks, continental breakfast and fresh fruit
Sydney CBD office near Town Hall and Gadigal Stations
Tailored growth support, mentoring and stretch projects
A vibrant social scene - we work hard and have fun doing it
We Prioritise Diversity
At hipages, innovation and collaboration thrive in diverse and inclusive teams. We don't expect you to know everything - we care more about who you are as a person, a team member, and a leader. We're proud to be endorsed by WORK180 for supporting women's careers and we value diversity across culture, age, gender identity and sexual orientation.
Research shows that men often apply when they meet just 60% of the criteria, while women and minority groups wait until they tick every box. If you think you'd be a great fit - even if you don't meet every requirement - we'd love to hear from you.
We're also a Circle Back Initiative Employer, which means we commit to responding to every applicant.
