Senior Engineering Operations Manager – Remote

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone around the world. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since launching in 2014, we’ve grown from startup to global scale, reaching a valuation of over $2 billion and building a presence across six countries, with even more growth ahead. We now serve over 350,000 SMEs, pay more than 3 million employees, and support a growing pool of job seekers finding their next role through our platform.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.  

1. We are Mission First – Our Mission determines what we work on, where we invest, and where we focus. Every decision runs through a single filter: does this accelerate our Mission? 
2. We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy 
3. We are AI First – we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We Live by Our Values – we role model our values 100% of the time
5. We Expect High Performance – we set a high standard and we’re not satisfied with being average

This role 

As we scale our organisation globally, we are investing in the operational foundations that allow us to move faster, support our products better, and grow our teams with confidence. This is a newly created senior individual contributor role sitting at the heart of that investment.

The Senior Engineering Operations Manager will own our global application support operating model defining how we organise coverage across regions and time zones, how we build and maintain the right capabilities in the right places, and how we ensure our products are supported to the standards our customers expect.

This is a role for someone who thrives at the intersection of engineering, operations, and people — equally comfortable designing a framework and rolling up their sleeves to implement it. You will work across our global engineering leadership, have direct access to the GM of Engineering.

You will

Design and own the operating model

• Define and maintain our global application support operating model, including on-call structures, escalation paths, SLA tiers, and coverage standards across our product portfolio
• Ensure the right engineering capability exists in the right regions to support our products — identifying where investment in knowledge transfer, upskilling, or hiring is needed
• Build and manage relationships with regional engineering leaders to ensure the model is understood, owned, and continuously improved at the local level
• Establish clear reporting on coverage health, on-call cost, and capability maturity across the organisation

Lead capability development

• Design and drive structured knowledge transfer programmes that build genuine application expertise within regional teams
• Work with engineering managers to identify capability gaps and build time-bound plans to close them
• Support the onboarding of newly acquired teams into our operating model, ensuring coverage continuity during transitions

Own on-call and incident readiness

• Define our on-call philosophy and ensure it is implemented consistently and compliantly across all regions
• Work with People Operations and legal to establish on-call arrangements that are commercially sound and legally compliant in each region we operate
• Configure and maintain our incident management and on-call tooling (FireHydrant and Signals), ensuring rosters, escalation paths, and alerting reflect the operating model
• Partner closely with our Global Incident Manager on incident process and post-incident learning

Drive continuous improvement

• Use incident data and coverage reporting to identify patterns and proactively improve the model over time
• Stay ahead of the business — as we launch new products and enter new markets, ensure the operating model scales with us
• Contribute to infrastructure coverage design where application and platform support patterns overlap

Who you are 

To thrive at Employment Hero, you’ll need to embody The EH Way – operating with focus, agility, and an obsession with impact. For this role, you’ll also bring

• Proven experience designing and owning engineering operating models in a multi-timezone, multi-product environment
• Strong understanding of on-call and incident management practices, with hands-on experience configuring tooling such as PagerDuty, FireHydrant, or similar
• Track record of building capability uplift programmes that deliver measurable outcomes within defined timeframes
• Ideally, you’ll have application support experience that comes from being part of building the application, not just supporting it after the fact.
• Experienced working across cultures and geographies — you will lead cross-regional work from day one
• Commercially aware — able to model on-call costs, assess trade-offs, and present recommendations clearly to senior stakeholders
• A natural influencer — able to drive alignment and outcomes across engineering leaders without direct line authority
• High comfort with ambiguity and pace — this is a build role in a fast-moving environment
• Equally effective as a strategic designer and a hands-on implementer

These will also be advantageous

• Production experience with web application stacks, particularly Ruby on Rails and/or .Net
• Familiarity with AWS, particularly container-based architectures (ECS, EKS)
• Experience integrating teams and operating models through business acquisitions
• Working knowledge of employment law across multiple regions as it relates to on-call obligations
• Background that spans both technical depth and operational or organisational design
• Experience embedded in or working alongside an SRE or platform engineering function

What we can offer

At Employment Hero, we don’t just talk about a better way to work. We live it.

Joining Employment Hero means you’ll:

• Work in a remote-first environment, giving you the autonomy to do your best work while delivering meaningful outcomes.
• Be trusted to own your work, make decisions, and have a real impact from day one.
• Access cutting-edge AI tools and technology that help you move faster, think bigger, and amplify your expertise.
• Surround yourself with ambitious, high-performing teammates who will challenge, support and inspire you to do the best work of your career.
• Own ESOP (Employee Share Options) in one of the world’s fastest-growing technology companies, so you can share in the value you help create.
• Enjoy a comprehensive benefits package, including generous parental leave, subsidised egg freezing, a home office allowance, and outstanding learning and development opportunities to support your growth.
• Connect with colleagues from around the world at our Annual Global Gathering. We’ve celebrated together in Thailand, Vietnam, Bali and Dubai, and can’t wait to meet in the Gold Coast, Australia, in September 2026.

Privacy and AI Notices

• AI Notice: We’re AI-first, so may use AI tools to review your applications and support our early interviewing and hiring process. They help us cut the noise, surface great talent fast and make sure every candidate gets a fair, consistent experience.
• We verify candidate identity and location as part of our hiring process.
• Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
• At Employment Hero, we are committed to safeguarding the privacy of your application data. By applying to this role, you acknowledge our Applicant Privacy Policy made available here: employmenthero.com/legals/applicant-policy/