CX Operations Leader

• Real Estate software for Agency clients.
• Manage CX service function with leadership of local & international team.
• Hybrid working, sociable team and career development opportunities.

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 and remote working;
• First-rate parental leave and wellbeing policies;
• Free subscriptions to the Sydney Morning Herald and associated publications;
• Corporate discounts across healthcare, entertainment, food, utilities and more;
• Continuous opportunities to leap, learn and grow 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.

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.

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.

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 or leave a message on and we will get back to you.