AmazingCo
Joy Movement Builder. Experience Platform. Global.

Experience Success Lead / Head of Experience Delivery (Self-Guided) / Experience Operations Manager

Reports to: COO
Location: Melbourne, Australia (Hybrid, 2 days in Abbotsford office)
Hours: Full-time [if you’re looking for part time - let’s chat]
Level: Mid–Senior
Salary: $130,000 including ESOP eligible
Direct Reports: 2

About AmazingCo

AmazingCo exists to lead the Joy Movement - a global shift back to real-world connection through shared experiences. In a world that has quietly become screen-first, we use technology to make it easier for people to gather, celebrate, explore and create memories that matter.

We operate across five countries and 60 cities, delivering end-to-end experiences for individuals, couples, families and corporate teams. Our self-guided catalogue; Mystery Picnics, immersive adventures, food and drink journeys, and more - runs at scale across Australia, New Zealand, the UK, the US, Canada and beyond.

We are in the middle of a meaningful evolution - further expanding and diversifying our offering through smarter tooling and a broader experience creator community. For the right person, this is a rare opportunity to help design the delivery infrastructure that will power our next phase of growth, not just run what exists today.

The Role

The Experience Success Lead is the operational owner of self-guided experience delivery across all regions. You will lead a globally distributed team, build the Supplier Success Program from the ground up, and play a central role in evolving our delivery model from coordinated manual operations toward scalable, automated workflows.

This is a mid-to-senior leadership role for someone who is just as comfortable designing systems as they are rolling up their sleeves. Someone who loves experiences deeply, moves fast, and brings the raw smarts to build something that genuinely scales.

You will report directly to the COO and sit at the intersection of Operations, Catalogue, and Product.

This is a full time vacancy, but if you’re looking for part time or a job share situation - lets chat. This role is hybrid - 2 or 3 office days in Abbotsford. Melbourne-based is a non-negotiable for this role.

Team Structure

You will lead two direct reports, with a broader indirect team of around 10, operating out of Australia, the Philippines, UK and US. The immediate direct reports are:

Southern Hemisphere Team Lead

Owns AU/NZ delivery operations. This role is actively evolving and expected to split into two positions over the next 6–12 months focused on experience health (supplier/vendor engagement, experience quality, feedback metrics and partner relationships), and operational logistics (team of booking assistants, workflow management, escalations, quality checks and margin oversight)

Northern Hemisphere Team Lead

Owns US, UK and Canada delivery operations. Same structure as the SH team: local experience health in each market plus operational logistics.

Key Responsibilities

Experience Fulfilment

• Own end-to-end operational delivery of all self-guided experiences across AU, NZ, UK and global markets
• Ensure experiences are delivered accurately, on time and to a consistently high standard
• Design and uphold delivery SOPs, training materials and team documentation

Supplier Success

• Build and run the Supplier Success Program, establishing the frameworks, rhythms and metrics that keep our supplier/vendor network healthy and engaged
• Develop structured onboarding, performance check-ins, and feedback loops for self-guided suppliers
• Maintain updated records of supplier capacity, pricing, availability and performance

Team Leadership & team design for growth

• Lead and develop your direct reports and the broader experience delivery team
• Set clear performance expectations, coach through delivery challenges and build a high-trust team culture across geographies and time zones
• Build a team and operational model capable of absorbing a growing and diversifying catalogue: new experience formats, new markets, new occasions. Ensure delivery infrastructure scales with product ambition, not behind it.

Workflow Ownership & Automation

• Own the end-to-end delivery workflow for self-guided experiences: documenting current state and identifying opportunities to streamline, automate, or improve
• Work closely with our Transformation Manager to move repeatable, documentable workflows toward automation

Quality, Feedback & Insights

• Own ingestion and analysis of self-guided experience feedback - identifying themes, failure points and improvement opportunities
• Partner with Catalogue on product changes driven by operational and customer insight

What We're Looking For

Must Haves

• Experience leading teams: you've managed people before and know how to get the best out of a distributed group across cultures and time zones
• Raw smarts: you think in systems, move fast, and can hold complexity without losing the thread
• You love experiences: you genuinely care about the product and understand what makes a great one
• First principles problem solving - you can diagnose root cause and build solutions from the ground up (rather than relying on current state or existing assumptions). This is particularly relevant in the context of team and role design.
• Builder's instinct: you're energised by the opportunity to create something new (like a supplier Success Program) not just inherit and maintain
• Strong operational judgment: you know when to go deep and when to delegate, when to fix the workflow and when to escalate
• Clear communicator across levels, functions and geographies
• You don't need to have deep technical knowledge, but you need to be genuinely curious and hands on about what AI, automation and product optimisation can do, and confident engaging with other teams to push possibilities forward

Nice to Have

• Experience in experience, hospitality, events, leisure, entertainment, travel or a related sector
• Familiarity with Phillipines-based outsourced teams, or globally distributed teams
• Background in supplier or partner management
• Exposure to automation or workflow tooling (even if not deeply technical)
• Experience designing or scaling operational programs in a growth-stage company

What Success Looks Like

• Self-guided experiences run reliably at scale
• The Supplier Success Program is built and running: suppliers are engaged, supported and performing
• The team are engaged, clear on what high performance looks like, and supported to achieve it
• Delivery workflows are documented, improving and increasingly automated
• The team is set up to absorb a growing and diversifying catalogue without dropping the quality bar
• There is an emerging leadership pipeline within your team as you proactively grow and develop people

KPIs

• Experience feedback scores: how customers rate what they received
• Booking accuracy: supplier and dietary handling done right, first time
• Supplier engagement: active, healthy relationships across the network
• Gross margin: operational efficiency (manual time per booking) and payout to suppliers
• Team engagement: a team that is motivated, clear on purpose and growing

Working at AmazingCo

We are building something with genuine purpose - and we want the people who build it with us to feel that.

• Experiences on us: free and discounted access to our catalogue. Use them yourself, with your family, with your team.
• Flexible and hybrid working: we care about output, not attendance. Melbourne-based with genuine flexibility in how you structure your week.
• Real career trajectory: as our platform scales, this role grows with it. There is a clear pathway toward a broader operational leadership mandate, with ESOP participation reflecting the value you build.
• Employee Assistance Program: free, confidential support for you and your family members, covering mental health, financial wellbeing, legal advice and more.
• A mission worth showing up for: the Joy Movement is a genuine north star, not a tagline. Our team believes in what we're building.