Head of Customer Experience & Operations

Visual Lease; Sydney; Hybrid; AUD 260,000 - 360,000; Full time

Benefits offered by this job

Hybrid work model

Parental leave (up to 20 weeks)

Wellbeing Leave

Leadership development programs

Innovation Days

Job summary

Domain (Domain Group) is seeking a visionary Customer Experience Director to lead the end-to-end CX and operations across Realhub, Campaigntrack, Engage and RTA platforms. You will drive a high-performing, geographically distributed team and partner with Commercial, Product and Technology leaders to elevate customer journeys.

You will shape service models, governance, and reporting while managing budgets and ensuring exceptional customer outcomes across Australia and the Philippines.

Qualifications

• Extensive senior leadership experience across Customer Experience, Service Delivery 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.
• Experience using customer insights, Voice of Customer programs and operational reporting to drive strategic decision-making.
• Strong capability in process improvement, automation, workforce planning, quality management and operational governance.
• Outstanding leadership, communication and stakeholder management skills, including handling executive-level escalations and critical incidents.
• Proven capability in managing operational budgets, workforce planning, cost forecasting and resource allocation to support scalable team growth effectively.

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

Customer Experience

Service Delivery

SaaS / platform

Offshore operations

Budget management

Stakeholder management

Voice of Customer

Operational governance

Job description

Domain (Domain Group) is seeking a visionary Customer Experience Director to lead the end-to-end CX and operations across Realhub, Campaigntrack, Engage and RTA platforms. You will drive a high-performing, geographically distributed team and partner with Commercial, Product and Technology leaders to elevate customer journeys.

You will shape service models, governance, and reporting while managing budgets and ensuring exceptional customer outcomes across Australia and the Philippines.