CX Operations Director

1 week ago

Melbourne, Victoria, Australia beBeeLeadership Full time

Customer Experience Operations Leader

This is an exciting opportunity for a CX Operations Lead to join our team and lead the Customer Experience function. We're looking for someone with experience in managing teams and improving processes, who is passionate about delivering excellent customer support.

We're committed to creating a seamless customer support experience for our customers through automation and process change. The successful candidate will have leadership of a small local and international team of CX Partners and be responsible for embedding improved ways of working.

The ideal candidate will have a technical mindset and see transformation as an exciting challenge. They will be comfortable working in a fast-paced environment and have the ability to thrive in a team environment.

We offer a range of benefits, including flexible hybrid working, mentoring and leadership programs, and first-rate parental leave and support for working parents. If you're passionate about delivering excellent customer experiences and are looking for a new challenge, we'd love to hear from you.

Key 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
  • 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

Required Skills and Qualifications:

  • 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

Benefits:

  • Flexible hybrid working
  • Mentoring and leadership programs
  • First-rate parental leave and support for working parents

Why Join Us?

We're committed to creating a diverse and inclusive work culture that reflects our customers and communities. We believe that everyone deserves equal opportunities and we're committed to making a positive impact.

About Us:

We're a leading provider of commercial and residential real estate information, analytics, and online marketplaces. We're passionate about empowering all people to discover properties, insights, and connections that improve their businesses and lives.

What's Next?

We'll review your application and get back to you as soon as possible. If there's a match, one of our recruitment consultants will reach out to discuss the next steps.

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