CX Operations Lead — Real-Time Support & Growth

CoStar Group; City of Yarra; On-site; AUD 100,000 - 130,000; Full time

Job summary

A leading technology firm in Australia is seeking a CX Operations Manager. You will manage the strategy and systems for an outstanding customer support experience across key products, leading a talented delivery team. Ideal candidates have experience in team management within the tech/SaaS industry, a strong background in customer experience, and knowledge of Zendesk. This role offers opportunities for process improvements and collaboration with product teams for heightened service delivery.

Qualifications

• Prior experience managing a team of managers.
• Operations focus within Customer Experience / Service functions.
• Tech / SaaS industry experience.
• Strong negotiation and presentation skills.
• High attention to detail and analytical mindset.

Responsibilities

• Strategise improvements regarding service and customer experience.
• Design and optimise team structures for efficiency.
• Own improvements to systems and processes.
• Track and monitor team effectiveness and key metrics.
• Inspire and drive performance of the team.

Skills

Team management

Customer Experience focus

Zendesk knowledge

Negotiation skills

Attention to detail

Analytical mindset

Tools

Zendesk

Job description

A leading technology firm in Australia is seeking a CX Operations Manager. You will manage the strategy and systems for an outstanding customer support experience across key products, leading a talented delivery team. Ideal candidates have experience in team management within the tech/SaaS industry, a strong background in customer experience, and knowledge of Zendesk. This role offers opportunities for process improvements and collaboration with product teams for heightened service delivery.