CX Operations Leader — Scale Support & Delivery

Domain; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Up to 20 weeks parental leave

Wellbeing Leave

Leadership development programs

Innovation Days

Job summary

Domain is seeking a Customer Support Manager (CX Operations Manager) to own strategy, processes, and systems for a seamless customer experience across Real Time Agent and Engage products. You will lead a delivery team via a small group of direct reports and partner with Sales to grow revenue.

The role sits in a collaborative CX Ops team within Domain, part of CoStar Group, with opportunities to innovate and drive measurable improvements in customer outcomes on a global scale.

Qualifications

• Prior experience managing a team of managers.
• Operations focus within Customer Experience / Service functions.
• Tech / SaaS industry experience.
• A working knowledge of Zendesk.
• Ability to hit the ground running, take initiative and thrive in a team environment.
• Process-driven - able to bridge the gap between plans and actions.
• Strong negotiation and presentation skills.
• High attention to detail and analytical mindset.

Responsibilities

• Strategise improvements and a longer term vision regarding service and customer experience, in conjunction with Product and Solution teams.
• Design, implement and optimise team structures to ensure resources are deployed in the most efficient and effective manner.
• Propose and own improvements to systems and processes to unlock efficiencies in CX teams, whilst driving improvements to the end-customer experience.
• Communicate product issues to the relevant Product leads, and share best practices with other CX Managers.
• Be accountable for continuous improvement across RTA and Engage - track and monitor the effectiveness of the team, and deliver against key metrics such as Employee and Customer Satisfaction Scores.
• Inspire, coordinate, and drive the performance of the team, developing team leaders through coaching.
• Collaborate closely with Customer Solutions Directors and Product Leads.

Skills

Team management

CX operations

SaaS experience

Zendesk

Initiative

Process-driven

Negotiation

Analytical mindset

Tools

Zendesk

Job description

Domain is seeking a Customer Support Manager (CX Operations Manager) to own strategy, processes, and systems for a seamless customer experience across Real Time Agent and Engage products. You will lead a delivery team via a small group of direct reports and partner with Sales to grow revenue.

The role sits in a collaborative CX Ops team within Domain, part of CoStar Group, with opportunities to innovate and drive measurable improvements in customer outcomes on a global scale.