Home Buying Experience Manager

6 days ago

Sydney, New South Wales, Australia beBeeCareers Full time $114,999 - $179,999
Job Description

This is a 6-month parental leave cover role with the potential for extension. As a Customer Operations Manager, you will be responsible for leading a high-performing team dedicated to delivering exceptional customer experiences during one of the most significant financial transactions of our customers' lives.

The ideal candidate will have 3-5 years of experience leading teams in customer experience and/or operations, with a strong commitment to customer-centricity, continuous improvement, and operational excellence.

  • Develop and implement strategies to improve team performance, engagement, and professional development through coaching, mentoring, and regular feedback.
  • Collaborate with cross-functional teams to identify and implement process improvements that enhance team efficiency and customer satisfaction.
Key Responsibilities
  1. Lead and manage Customer Success & Operations Coordinators and Case Resolution Leads across assigned states.
  2. Drive team performance, engagement, and professional development through coaching, mentoring, and regular feedback.
  3. Empower your team to deliver outstanding support and guidance to customers throughout their journey.
  4. Owning and delivering on key operational KPIs for your state(s), ensuring consistent and high-quality outcomes.
  5. Partnering with Product and Engineering teams to identify and implement process and tooling improvements that enhance team efficiency and customer satisfaction.
  6. Collaborating with the Training & Quality team to continuously improve productivity and service quality.
  7. Working with the Change Management & Content team to ensure timely and accurate communication of process and policy updates.
  8. Coordinating with the Partner Operations Manager to enhance the quality of work provided by legal partners.
  9. Participating in strategic planning and review cadences with the Home-in Commercial team (for lenders) and Partner Ops Manager (for law firms) to align on and achieve state-specific goals.
Requirements
  1. Proven ability to drive performance through effective coaching, goal setting, and accountability.
  2. Experience building and nurturing high-performing teams with strong values and a positive culture.
  3. Strong analytical skills with the ability to derive insights from data to inform decisions.
  4. A collaborative mindset and genuine empathy for customers—especially those navigating the home-buying process.
Benefits
  • Enjoy a flexible and dynamic startup environment.
  • We nurture a safe space for our people to show up as they are.
  • Competitive salary and bonus structure.
  • Opportunities for professional growth and development.
  • Access to the best in class benefits that CommBank offers.
Why Join Us?

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. If you require additional support please contact HR Direct on 1800 989 696.

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