Director, Customer Experience & Operations (Global SaaS)

1100 Mylan Pharmaceuticals Inc.; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Up to 20 weeks parental leave

Wellbeing Leave

Leadership development programs

Regular Innovation Days

Job summary

Domain is seeking a Customer Experience Director to lead end-to-end CX and operations across Realhub, Campaigntrack, Engage and RTA platforms. You will oversee a large, distributed CX function across Australia and the Philippines and partner with Commercial, Product and Technology leaders to shape strategy and delivery.

This is a strategic role for a customer-obsessed leader capable of scaling a growing SaaS ecosystem while balancing service quality, cost-to-serve and outcomes for customers.

Qualifications

• Extensive senior leadership experience across Customer Experience, Service Delivery, or SaaS/platform environments.
• Experience leading large, multi-layered, geographically distributed teams.
• Proven ownership of end-to-end service models spanning support, onboarding, implementation and delivery.
• Strong commercial acumen and stakeholder collaboration with Commercial, Product and Technology leaders.
• Track record of improving retention, adoption and satisfaction through proactive engagement.

Responsibilities

• Own and evolve the DWS customer service model across platforms, including standards, governance and escalation pathways.
• Lead, coach and develop a large CX and Operations organisation across Australia and the Philippines.
• Drive excellence in customer support, onboarding, implementation and operational delivery.
• Oversee customer-facing functions including support teams, workflows, QA programs and partner onboarding.
• Own reporting and Voice of Customer programs; translate insights into actions and outcomes.
• Partner with Product and Technology leaders to improve journeys and support release readiness.

Skills

Senior leadership

Customer Experience

Operations management

SaaS / platform environments

Stakeholder management

Job description

Domain is seeking a Customer Experience Director to lead end-to-end CX and operations across Realhub, Campaigntrack, Engage and RTA platforms. You will oversee a large, distributed CX function across Australia and the Philippines and partner with Commercial, Product and Technology leaders to shape strategy and delivery.

This is a strategic role for a customer-obsessed leader capable of scaling a growing SaaS ecosystem while balancing service quality, cost-to-serve and outcomes for customers.