Cx operations manager

Real Estate software for Agency clients.

• Own CX strategy and processes, leadership of local & international team.
• Hybrid working, sociable team and career development opportunities.

About the Role

As a CX Operations Manager within an experienced CX Operations team, you will own the strategy, processes and systems that are designed to deliver a seamless customer support experience across our Real Time Agent and Engage products. You will manage a large delivery team via a handful of direct reports and identify opportunities for our Sales teams to grow additional revenue.

For a passionate CX Manager, you've come at a good time! With Domain now part of the CoStar Group, this is the beginning as our tech improves and our teams grow. This role offers an opportunity to fully immerse yourself in innovation and strategic thinking while taking the leadership reins of an international delivery team.

Why Join Us

• Up to 20 weeks paid parental leave for primary carers.
• Novated leasing through Autopia.
• Leadership development programs, LinkedIn Learning and more.
• Regular social events including Innovation Days and annual BBQ.

In a typical day you can expect to:

• Strategise improvements and a long‑term vision regarding service and customer experience, in conjunction with Product and Solution teams.
• Design, implement and optimise team structures to ensure resources are deployed efficiently.
• Propose and own improvements to systems and processes to unlock efficiencies in CX teams and drive end‑customer experience.
• Communicate product issues to Product leads and share best practices with other CX Managers.
• Be accountable for continuous improvement across RTA and Engage – track key metrics such as Employee and Customer Satisfaction Scores.
• Inspire, coordinate and drive team performance, developing leaders through coaching.
• Collaborate closely with Customer Solutions Directors and Product Leads.

Our Ideal Person

ESSENTIALS

• Prior experience managing a team of managers.
• Operations focus within Customer Experience / Service functions.
• Tech / SaaS industry experience.
• A working knowledge of Zendesk.
• Ability to hit the ground running, take initiative and thrive in a team environment.
• Process‑driven – able to bridge the gap between plans and actions.
• Strong negotiation and presentation skills.
• High attention to detail and analytical mindset.

NICE TO HAVES

• Experience managing overseas teams.
• Experience with process improvements and system efficiencies.

About Domain and CoStar Group

Domain is one of Australia's most trusted property brands, helping millions find their dream home and stay informed about the market. Now, Domain has joined forces with CoStar Group, a global leader in real estate information and analytics, to take the next leap in property technology and data innovation.

As part of the S&P 500 CoStar Group, Domain is entering a new era of growth. CoStar is investing heavily in new products, technology and people to revolutionise how Australians access property data, insights and marketplaces. This is a rare opportunity to join a world‑class research team at the intersection of local expertise and global scale.

Equity, Diversity & Inclusion

Domain is committed to fostering an equitable, inclusive work culture that reflects our customers and communities. We welcome candidates from all lived experiences, including people with disability and all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations and gender identities (including trans and non‑binary people).

We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we support you. If you wish to receive this job advertisement in an accessible format or wish to discuss workplace adjustments, please contact our Equity, Diversity and Inclusion team at ed@domain.com.au or leave a message on 13 356 and we will get back to you.