Director, Customer Experience & Operations

Domain; Australia; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid working

Up to 20 weeks paid parental leave

Wellbeing Leave

Leadership development programs

Innovation Days

Job summary

Domain is seeking a Customer Experience Director to lead the end-to-end customer experience and operational service model for Realhub, Campaigntrack, Engage and Real Time Agent platforms. You will oversee a large, distributed CX and Operations function across Australia and the Philippines, partnering with Commercial, Product and Technology leaders to drive adoption and growth.

As part of Domain's integration with CoStar Group, you will shape portfolio-wide decisions, influence product

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.

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, training 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

End-to-end service models

Commercial acumen

Stakeholder management

Voice of Customer

Process improvement

Budget planning

Executive escalation handling

Budget management

Job description

Domain is seeking a Customer Experience Director to lead the end-to-end customer experience and operational service model for Realhub, Campaigntrack, Engage and Real Time Agent platforms. You will oversee a large, distributed CX and Operations function across Australia and the Philippines, partnering with Commercial, Product and Technology leaders to drive adoption and growth.

As part of Domain's integration with CoStar Group, you will shape portfolio-wide decisions, influence product