Global Head of Customer Experience & Operations

Domain Group; Sydney; On-site; AUD 260,000 - 330,000; Full time

Benefits offered by this job

Up to 20 weeks parental leave

Wellbeing leave

Leadership development programs

Innovation Days

Job summary

Domain Group's Domain Workflow Solutions (DWS) seeks a CX Director to lead the end-to-end customer experience and operations across Realhub, Campaigntrack, Engage and RTA. You will oversee a distributed CX and Operations function across Australia and the Philippines, ensuring a consistent, high-quality experience at every touchpoint.

Reporting to the General Manager, DWS, you will partner with Commercial, Product and Technology, shape service models, and lead a high-performing team from

Qualifications

• Extensive senior leadership experience in Customer Experience or SaaS/tech environments.
• Experience leading large, multi-site teams across regions, including offshore.
• Proven ownership of end-to-end service models spanning support, onboarding and delivery.
• Strong commercial acumen and stakeholder management with executives.
• Track record improving retention, adoption and satisfaction via insights and governance.
• Process improvement, automation, workforce planning and cost management expertise.
• Excellent communication and executive-level escalation handling.

Responsibilities

• Own and evolve the DWS customer service model across platforms, including governance and escalation pathways.
• Lead, coach and develop a large CX and Operations organization across Australia and the Philippines.
• Drive excellence across customer support, onboarding, implementation and delivery.
• Oversee customer-facing operations, production flows, QA programs and partner onboarding.
• Own reporting and Voice of Customer programs, turning insights into actions and outcomes.
• Partner with Product and Technology to improve journeys and support releases.
• Support retention, adoption and growth through proactive engagement and service delivery.
• Lead continuous improvement balancing customer outcomes, efficiency, and cost-to-serve.

Job description

Domain Group's Domain Workflow Solutions (DWS) seeks a CX Director to lead the end-to-end customer experience and operations across Realhub, Campaigntrack, Engage and RTA. You will oversee a distributed CX and Operations function across Australia and the Philippines, ensuring a consistent, high-quality experience at every touchpoint.

Reporting to the General Manager, DWS, you will partner with Commercial, Product and Technology, shape service models, and lead a high-performing team from