CX Director: Lead Multi-Platform Customer Experience

CoStar Realty Information, Inc.; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working

Up to 20 weeks paid parental leave for

Wellbeing Leave

Leadership development programs

Innovation Days

Job summary

CoStar Group is seeking a strategic Customer Experience Director for Domain Workflow Solutions to lead the end-to-end customer experience across multiple platforms.

You will drive governance, define service standards and mentor a large, distributed CX and Operations team across Australia and the Philippines, collaborating with commercial, product and technology leaders to ensure scalable, high-quality outcomes.

Qualifications

• Extensive senior leadership experience across Customer Experience, Service Delivery, Customer Operations or SaaS/platform environments.
• Experience leading large, multi-layered and geographically distributed teams, ideally including offshore operations.
• Proven ownership of end-to-end service models spanning support, onboarding, implementation and operational delivery.
• Strong commercial acumen and experience partnering with senior Commercial, Product and Technology stakeholders.
• Track record improving customer retention, adoption and satisfaction through proactive engagement and operational excellence.
• Experience using customer insights, Voice of Customer programs and operational reporting to drive strategic decision-making.
• Strong capability in process improvement, automation, workforce planning, quality management and operational governance.
• Outstanding leadership, communication and stakeholder management skills, including handling executive-level escalations and critical incidents.
• Proven capability in managing operational budgets, workforce planning, cost forecasting and resource allocation to support scalable team growth effectively.

Responsibilities

• Own and evolve the DWS customer service model across Realhub, Campaigntrack, Engage and RTA, including service standards, governance, performance measures and escalation pathways.
• Lead, coach and develop a large CX and Operations organisation across Australia and the Philippines.
• Drive excellence across customer support, onboarding, implementation and operational delivery.
• Oversee customer-facing operational functions including customer support teams, production flows and QA programs, publication workflows and partner onboarding.
• Own customer reporting and Voice of Customer programs, turning insights into meaningful actions and business outcomes.
• Partner closely with Product and Technology leaders to improve customer journeys, influence product priorities and support release readiness.
• Support customer retention, adoption and growth through proactive engagement, strong service delivery and strategic partnership management.
• Lead continuous improvement initiatives, balancing customer outcomes, operational efficiency, service quality and cost-to-serve.

Skills

Senior leadership

Distributed teams

SaaS / platform

Customer experience

Operational delivery

Voice of Customer

Stakeholder management

Budgeting & forecasting

Job description

CoStar Group is seeking a strategic Customer Experience Director for Domain Workflow Solutions to lead the end-to-end customer experience across multiple platforms.

You will drive governance, define service standards and mentor a large, distributed CX and Operations team across Australia and the Philippines, collaborating with commercial, product and technology leaders to ensure scalable, high-quality outcomes.