Jobs at Probe CX

Own and administer HubSpot Enterprise across multiple brands, overseeing CRM strategy, lifecycle management, lead scoring, automation, web administration, reporting, integrations, data governance, and platform adoption. Partner with Marketing and Sales to deliver scalable MarTech solutions that improve lead generation, pipeline performance, customer engagement, and retention. The role also includes training, documentation, process improvement, and evaluating new HubSpot and AI capabilities.

Leads enterprise IT incident, problem, and change management to protect business operations, maintain service availability, and minimize operational risk. Chairs CAB and ECAB meetings, evaluates change impacts, leads major incident response and crisis bridges, coordinates resolver teams and vendors, communicates business impact to executives, and conducts post-incident reviews. Requires strong ITIL and ITSM expertise, technical understanding of cloud and enterprise systems, and 3–5+ years of IT operations or ITSM experience.

Creates and optimizes employee schedules based on forecasted workloads and business KPIs. Monitors intraday performance, adjusts staffing for volume changes and absences, allocates work according to skills and availability, manages schedule exceptions, and reports on adherence, staffing gaps, and trends. Coordinates schedule changes with operations managers and staff while ensuring labor compliance and operational efficiency.

Handle complex hardship and vulnerability cases through phone, email, chat, and SMS. Support customers experiencing financial distress, family violence, illness, disasters, or personal crises by conducting empathetic conversations, assessing needs, creating sustainable support plans, and coordinating with financial counsellors and community organisations. The role requires sound judgment, resilience, knowledge of Australian hardship regulations, and strong de-escalation and communication skills.

Assist online customers through phone, email, SMS, and live chat; resolve product and delivery enquiries; coordinate with stores and customer service teams; update customer accounts; escalate critical issues; and follow quality assurance processes.

Create client-facing proposals, pitch decks, presentations, tender submissions, and event materials. Translate complex business concepts into compelling visual stories while maintaining brand consistency across layouts, typography, imagery, and messaging. Collaborate with business development, bid writing, and solutions teams, incorporate feedback, manage multiple deadlines, and contribute to the creative content library.

Leads quality governance and continuous improvement for BPO operations. Responsibilities include implementing quality management systems, tracking KPIs, defining process controls, delivering training, managing client quality discussions, planning resources, supporting talent development, and identifying process improvements that enhance efficiency and customer experience.

Drive net-new enterprise sales across Australia for BPO and customer experience contracts. Build and close high-value pipelines, engage C-level executives and procurement teams, structure complex proposals with pricing and solution teams, negotiate contracts, and transition signed accounts to delivery and client success teams. The role requires an established Australian enterprise network, a strong record of closing large contracts, and domestic and international travel when needed.

Manage and optimize a global enterprise network across SD-WAN, SASE, and Zscaler environments. Responsibilities include incident escalation, corrective maintenance, patch management, network design reviews, security enforcement, carrier coordination, risk mitigation, and participation in network expansion projects and after-hours on-call support.

Creates digital and print marketing assets, including social graphics, presentations, brochures, advertisements, and sales collateral. Maintains brand consistency, develops reusable templates, manages design projects from briefing through delivery, and collaborates with marketing, sales, recruitment, and other stakeholders. Uses Adobe Creative Cloud, Figma, Canva, PowerPoint, and AI-powered design tools to deliver high-quality creative work across multiple brands.

Leads the Workforce Management team across forecasting, capacity planning, scheduling, real-time queue management, reporting, governance, and analyst development. The role ensures staffing aligns with client demand, monitors operational performance, manages risks, coaches team members, and partners with client and internal stakeholders. It also oversees policy compliance, data protection, documentation, and workplace standards.

Leads the organization’s training and development strategy, manages and coaches training teams, designs learning programs, partners with business stakeholders to address performance gaps, tracks training effectiveness, drives continuous improvement, and presents insights to senior leadership.

Leads HR business partnering for employee engagement, performance, rewards, talent development, employee relations, policy, compliance, and organizational change. Advises business leaders and employees on complex people matters, corrective actions, labor-law compliance, succession planning, recruitment, compensation, and workplace safety. Drives HR programs, metrics, DEI initiatives, employee feedback, and regional people strategies while partnering with legal, learning and development, and other internal stakeholders.

Manages end-to-end workforce capacity and seat planning across campaigns. Develops staffing plans from contact forecasts, analyzes contact patterns, and produces reporting on utilization, attrition, and operational performance. Collaborates with clients and internal stakeholders to reconcile forecasts, optimize seat utilization, and support strategic business decisions. The role also requires leadership of teams, strong communication, and regular coordination with operations and support departments.

Lead consultative B2B sales for conversational AI solutions, conducting discovery calls, demonstrating the Oration platform, quantifying ROI, creating proposals and Statements of Work, and managing opportunities through contract signing in Salesforce. Engage operations managers, IT directors, and C-suite executives while independently developing tailored sales collateral and business cases.

The Sales Enablement Lead will manage sales operations and enablement for the enterprise growth team. Responsibilities include administering HubSpot CRM, maintaining data integrity, building dashboards and workflows, managing qualification processes, developing sales playbooks and proposal tools, conducting win/loss analysis, and tracking commissions, targets, pipeline sufficiency, and cost-of-sales metrics. The role partners with marketing, creative, pre-sales, and senior growth leaders to improve sales execution and commercial performance.

Manage integrated B2B campaigns, brand governance, go-to-market execution, and multi-channel activation across Probe Group brands. Coordinate Marketing, Communications, PX, Sales, Product, creative studio, CRM, and external performance agencies. Oversee campaign workflows, messaging consistency, asset repurposing, event activation, HubSpot usage, paid media support, and performance-focused delivery while maintaining brand standards and improving campaign processes.

Leads full-cycle, high-volume talent acquisition across multiple functions and sites in a BPO environment. Develops hiring strategies, translates workforce forecasts into hiring plans, oversees recruitment performance and SLAs, manages talent acquisition teams and vendors, and drives employer branding and talent pipelines. Partners with Operations, HR, Finance, and Workforce Management while ensuring cost efficiency, compliance with Philippine labor laws, data privacy, and strong candidate experience.

Designs and governs digital transformation solutions for enterprise and government clients. Partners in presales discovery, translates business needs into outcome-focused architectures, oversees platform delivery, evaluates AI and speech analytics capabilities, develops proofs of concept, and conducts customer maturity and optimization reviews. Requires strong CCaaS expertise, especially Genesys Cloud, plus consultative communication, independent working ability, and Australian work rights.

Lead quality governance and continuous improvement for a BPO engagement. Implement and maintain a Quality Management System, define process controls, track KPIs, deliver training, manage client quality discussions, oversee resource planning and quality training, and drive process improvements to boost efficiency and customer experience.