CX Operations Leader

Overview

CX Operations Leader - Domain
Job Description
Company Overview: CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

About Domain: Domain is a leading property marketplace reaching 7 million Australians each month, making it one of the country’s most recognised and trusted property platforms. Domain operates the Allhomes and CRE ‘commercial real estate’ platforms and provides product and solutions to consumers, agents, government and enterprise to digitise every step of the property journey. Learn more about Domain: https://www.domain.com.au/group/.

Role

About the Role: As a CX Operations Lead and reporting to the CX Operations Manager, you will manage the Customer Experience function designed to deliver a seamless customer support experience for our Real Time Agent product. You’ll have leadership of a small local and international team of CX Partners, help to embed improved ways of working with automation and process change, build out SOP documents and some even larger projects depending on capability. Melbourne CBD. Sitting within one of the most collaborative and well-integrated teams in Domain, this is an opportunity for a passionate problem-solver to play a huge part in our quest towards new ideas, better ways of working, incorporating AI and seeking efficiencies at every step. If you’re someone with a technical mindset that sees transformation as an exciting challenge, this could be a great first step for you into the Domain ecosystem.

What’s Next?

We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a match, one of our recruitment consultants will reach out—so keep your phone handy We’re genuinely excited about the chance to work together and make a meaningful impact.

Why Join Us

We're the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include: Our much-loved approach to flexible hybrid working; Mentoring and leadership programs, with access to Learning & Development tools; First rate parental leave and support for working parents; Regular social events including our famous Innovation Days.

Responsibilities

- Manage the day-to-day CX function - handling escalations from the team and troubleshooting client issues.

- Take initiative on a wide range of projects from change management and improving the help centre, to building SOP documents and embracing AI.

- Propose improvements to systems and processes to help unlock efficiencies in the team, whilst driving and measuring improvements to the end-customer experience.

- Collaborate closely with Product & Tech teams for the sharing of vital customer feedback and product improvements.

- Track and monitor the effectiveness of the team, and deliver against key metrics such as Employee and Customer Satisfaction Scores.

- Inspire, coach and drive the performance of a small team, including a small number in the Philippines.

- Share best practices with CX Operations Leads across other Domain products.

- Assist the CX Operations Manager to strategise improvements and a longer term vision regarding service and customer experience, in conjunction with Product and Solution teams.

Our Ideal Person

ESSENTIALS:

- Comfortable to work an occasional Saturday (time in lieu given).

- Operations focus within Customer Experience / Contact Centre environment.

- Prior experience managing a team.

- A working knowledge of Zendesk.

- Experience with process improvements and system efficiencies.

- A change management mindset.

- Ability to thrive in a team environment.

- High attention to detail and analytical mindset.

NICE TO HAVES:

- Tech / SaaS industry experience.

- Experience with forecasting and capacity planning.

- Understanding of json, HTML and basic coding.

Equity, Diversity & Inclusion

Domain Group is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of 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’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at edi@domain.com.au or leave a message on 1300 858 356 and we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing. From everyone at CoStar Group Careers we want to thank you for your interest in our company. This is your personal portal into career opportunities with CoStar. You can log in at any time to view roles you have applied to and to search for additional opportunities. Founded in 1987, CoStar Group, Inc. (Nasdaq:CSGP) is the leading provider of commercial real estate information, analytics and online marketplaces. CoStar conducts expansive, ongoing research to produce and maintain the largest and most comprehensive database of commercial real estate information. CoStar data powers the $17 trillion world of real estate – delivering the sale, lease, property, tenant, contact, reporting and industry information that makes connections happen. We help our clients make smart investments and decisions. Eighty-three percent of the nation’s commercial real estate transactions involve a CoStar subscriber, and the top 95% of the leading 1,000 brokerage firms use CoStar to inform their decisions. We also help create lasting experiences through our family of marketplaces. In addition to CoStar, CoStar Group brands and marketplaces include LoopNet, Apartments.com, BizBuySell, and Lands of America – collectively attracting more than 25 million monthly unique visitors. The Apartments.com Network is the nation’s #1 most visited apartment listing network, with 45 million monthly visits, allowing renters to find their perfect homes. LAND.com connects landowners to their perfect properties, spots and open spaces. BizBuySell allows small business owners to bring their dreams to life. And LoopNet connects investors, sellers and brokers with clients who fall in love with their properties. Headquartered in Washington, DC, CoStar maintains offices throughout the U.S. and in Europe and Toronto, Canada with a staff of approximately 3,700 worldwide, including the industry’s largest professional research organization. CoStar is committed to creating a diverse environment and is proud to be an equal opportunity workplace and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access www.costargroup.com/careers as a result of your disability. You can request reasonable accommodations by calling 1-855-840-1715 or by sending an email to recruiting@costargroup.com.

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