Hybrid CX & Operations Director

CoStar Group, Inc.; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working

Parental leave up to 20 weeks

Wellbeing Leave

Leadership development program

Innovation Days

Job summary

Domain, now part of CoStar Group, is seeking a Customer Experience Director to lead end-to-end CX and operations across Realhub, Campaigntrack, Engage and RTA. You will manage a large, distributed team across Australia and the Philippines, shaping service standards and partnering with Commercial, Product and Technology to drive growth and retention.

You will influence portfolio priorities, oversee onboarding and delivery, and champion continuous improvement to deliver a consistent, high-quality

Qualifications

• Extensive senior leadership experience across Customer Experience, Service Delivery, Customer Operations or SaaS.
• Experience leading large, multi-layered and geographically distributed teams, 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 and Voice of Customer programs to drive strategic decisions.
• Strong capability in process improvement, automation, workforce planning, quality management and governance.
• Outstanding leadership and stakeholder management, including executive escalations and incidents.
• Proven capability in managing budgets, forecasting and resource allocation for scalable teams.

Responsibilities

• Own and evolve the DWS customer service model across Realhub, Campaigntrack, Engage and RTA with governance and performance metrics.
• 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 operations, production flows, QA programs and publication workflows.
• Own customer reporting and Voice of Customer programs; turn insights into actions.
• Partner with Product and Technology to improve journeys and support release readiness.
• Support retention, adoption and growth through proactive engagement and service quality.
• Lead continuous improvement initiatives balancing outcomes, efficiency and cost-to-serve.

Skills

Senior leadership

Team leadership

End-to-end service

Commercial acumen

Customer retention

Voice of Customer

Process improvement

Budget management

Stakeholder management

Executive escalation

Job description

Domain, now part of CoStar Group, is seeking a Customer Experience Director to lead end-to-end CX and operations across Realhub, Campaigntrack, Engage and RTA. You will manage a large, distributed team across Australia and the Philippines, shaping service standards and partnering with Commercial, Product and Technology to drive growth and retention.

You will influence portfolio priorities, oversee onboarding and delivery, and champion continuous improvement to deliver a consistent, high-quality