CX Operations Leader: Drive Strategy & Scale the CX Team

Visual Lease; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work setup

Perkbox discounts

LinkedIn Learning

Employee Assistance Program

Growth opportunities

Job summary

CoStar Group’s Domain unit is seeking a CX Operations Leader to transform the customer experience across Realhub. You will drive the CX strategy, optimize team structures, and automate processes to raise efficiency and loyalty.

You will coach leaders, design data-driven reporting, and partner with the Centre of Excellence to improve performance. This hybrid role offers growth within a global, data-driven company.

Qualifications

• Extensive experience in a customer service, contact centre and/or operational environment that is fast-paced and change intensive.
• Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets.
• Knowledge of forecasting and capacity planning in an operational environment.
• Experience working with internal stakeholders to reduce customer and employee pain points.
• Well developed analytical and problem-solving skills and critical thinking.
• Delivery oriented and ability to meet deadlines.
• Someone who thrives in a team environment, who is customer focused, results driven and has the ability to work autonomously.

Responsibilities

• Spearhead the execution of our customer experience strategy across Realhub business units and coach team leaders to foster a high-performing culture.
• Take ownership of daily operations by optimizing team structures and resource deployment, automating workflows and standardizing systems.
• Design, create, and maintain dynamic reporting frameworks to monitor team performance and customer experience.
• Develop robust methods to gather, analyze, and interpret customer feedback for continuous improvement.
• Bridge CX with internal stakeholders, manage training and communications for product updates and capture customer feedback for product leads.

Skills

Customer service experience

Operational metrics

Forecasting

Stakeholder management

Analytical thinking

Delivery oriented

Team collaboration

Job description

CoStar Group’s Domain unit is seeking a CX Operations Leader to transform the customer experience across Realhub. You will drive the CX strategy, optimize team structures, and automate processes to raise efficiency and loyalty.

You will coach leaders, design data-driven reporting, and partner with the Centre of Excellence to improve performance. This hybrid role offers growth within a global, data-driven company.