Cx Operations Manager

1 week ago

Melbourne, Australia Domain Group Full time

**Real Estate software for Agency clients.**
**- **Own CX strategy and processes, leadership of local & international team.**
**- **Hybrid working, sociable team and career development opportunities.**

**Who We Are**

Domain Group is a leading Australian property marketplace made-up of a portfolio of brands across data insights, products and technology solutions. Headquartered in Sydney, we are a group of over 1200 passionate and innovative tech professionals united in our purpose to inspire confidence in life’s property decisions, providing a one-stop-shop of solutions found only on Domain.

As we change the way people engage with property, we need diverse thinkers to help us.

**About the Role**

As a CX Operations Manager sitting 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, whilst managing a large and incredible delivery team via 5 direct reports, and helping to identify opportunities for our Sales teams to grow additional revenue.
- Sitting within one of the most collaborative, close-knit and well-integrated teams in Domain, this is an opportunity for a passionate problem-solver to fully immerse themselves in innovation and strategic thinking amongst a team of like-minded CX Ops Managers, whilst taking the leadership reins of a very hard-working delivery team that spans internationally._

**Melbourne CBD.**

**In a typical day you can expect to**:

- Strategise improvements and a longer 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 in the most efficient and effective manner.
- Propose and own improvements to systems and processes to unlock efficiencies in CX teams, whilst driving improvements to the end-customer experience.
- Communicate product issues to the relevant Product leads, and share best practices with other CX Managers.
- Be accountable for continuous improvement across RTA and Engage - track and monitor the effectiveness of the team, and deliver against key metrics such as Employee and Customer Satisfaction Scores.
- Inspire, coordinate, and drive the performance of the team, developing team leaders through coaching.
- Collaborate closely with Customer Solutions Directors and Product Leads.

**Our Ideal Person**:
ESSENTIAL**:

- 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.

BONUS POINTS**:

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


**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:

- Discover your ideal work-life balance with our approach to flexibility;
- First-rate parental leave and wellbeing policies;
- Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more
- Continuous opportunities to leap, learn and grow.

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