Cx Operations Leader

CX Operations Leader

**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:

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._

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.

In a typical day you can expect to:

- 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.

What’s Next?

Equity, Diversity & Inclusion

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing