CX Operations Leader

2 months ago

Pyrmont, Australia Domain Group Full time

We have an exciting opportunity for a Customer Experience (CX) Operations Leader based in Sydney/Brisbane to join Domain. The ideal candidate will lead our Product Support operations across Marketing and Agent Solutions products. 

In this role, you'll ensure consistent and high-quality support across teams, identify opportunities for performance improvement and customer experience enhancement, and drive efficiencies through system and tool simplification and standardisation.

Reporting to Customer Experience Operations Manager.

Who are you?

You will:

Lead and coach the team leaders to deliver customer service excellence that drives brand advocacy and loyalty; working across the business to remove roadblocks

Connect the team to our purpose and strategy, ensuring they understand the meaning and contribution of their role

Use our data to understand the metrics that matter and optimise how they are used to improve team productivity, efficiency and quality

Create and maintain reporting to monitor team performance and customer experience, keeping reporting current as business priorities shift

Develop and implement processes to gather, analyse, and interpret customer feedback, ensuring a deep understanding of customer needs, preferences, and pain points

Own in conjunction with the Centre of Excellence, continuous performance improvement, of both people and processes, with the ultimate goal of driving customer value

Manage product update/releases training and communications for CX teams to maintain their knowledge and understanding 

Actively manage operations and optimise the workforce to meet customer expectations for timeliness and quality of service

Effectively manage operational risk in your area of responsibility, ensuring risks are proactively identified and effectively controlled

Communicate product issues to the relevant Product leads

Develop and inspire Team Leaders to create a collaborative, fun working environment, aligned with Domain Group values

You have:

Extensive experience in a customer service, contact centre and/or product/technical support environment that is fast-paced and change intensive

Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets 

Knowledge of forecasting and capacity planning in an operational environment

Experience working with internal stakeholders to reduce customer and employee pain points

Well developed analytical and problem-solving skills and critical thinking

Delivery oriented and ability to meet deadlines

Someone who thrives in a team environment, who is customer focussed, results driven and has the ability to work autonomously

Extensive knowledge of Domain Group products and/or the real estate industry (desirable)

Experience with Zendesk (desirable)

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 – whether it's adjusted hours or making the most of working remotely and from our offices, let's chat about what works best for you;

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.

We don’t just talk, we do. Every day we solve property problems for Australians and beyond. We encourage our people to see the possibilities, and turn them into realities. That’s why we want you.

Who are we?

We shine a light on all things property. Our business aims to simplify the property journey for all involved; motivated by expertise and our exclusive data.

Changing the way people engage with property requires a team of diverse thinkers. 

What’s next?

One of our talent partners will give your application a good look and give you a call if it’s a good match, so apply now

Don’t meet every single requirement? We’re committed to building an inclusive, diverse and supportive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly, we encourage you to send in your application. You may just be the perfect candidate for this opportunity or another within the Domain Group.

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