This is a 6-month parental leave cover role with the potential for extension.
Who are we?
We are Home-in, and our vision is that all Australians buy and sell their home securely, with confidence. To turn this vision into reality, our mission is to provide exceptional conveyancing for buyers and sellers, which is also so valuable to home lenders and real estate agents that they recommend Home-in to all their customers. Home-in provides conveyancing services across Australia, settling over $7B in homes since 2020. Our value proposition to customers is 'Expert conveyancers, digital convenience':
* Conveyancers and lawyers with years of experience and local expertise.
* Award-winning app built by CommBank with digital ID verification, chat and more.
We believe conveyancing is a key part of a customer's home buying journey. Through our partnership with CommBank and integration with the CBA home loan process, we continually strive to create the best home buying experience in Australia.
What's more, Home-in is proudly part of x15ventures
Home-in is a business operating within CBA's x15ventures. x15ventures is a venture-scaler powered by CommBank. That means we build, buy, and invest in startups that could benefit the bank's 15 million customers and beyond.
If you want to be a part of one of a fast-growing customer-driven start-up that supports people through their home-buying journey, we want to hear from you
Where do you fit in?
As a Customer Operations Manager, you'll lead a high-performing team dedicated to delivering exceptional customer experiences during one of the most significant financial transactions of our customers' lives. Your day-to-day responsibilities will include:
* Leading and managing Customer Success & Operations Coordinators and Case Resolution Leads across your assigned state(s).
* Driving team performance, engagement, and professional development through coaching, mentoring, and regular feedback.
* Empowering your team to deliver outstanding support and guidance to customers throughout their journey.
* Owning and delivering on key operational KPIs for your state(s), ensuring consistent and high-quality outcomes.
* Partnering with Product and Engineering teams to identify and implement process and tooling improvements that enhance team efficiency and customer satisfaction.
* Collaborating with the Training & Quality team to continuously improve productivity and service quality.
* Working with the Change Management & Content team to ensure timely and accurate communication of process and policy updates.
* Coordinating with the Partner Operations Manager to enhance the quality of work provided by legal partners.
* 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.
What You'll Need to Succeed
* 3–5 years of experience leading teams in customer experience and/or operations.
* A strong commitment to customer-centricity, continuous improvement, and operational excellence.
* Proven ability to drive performance through effective coaching, goal setting, and accountability.
* Experience building and nurturing high-performing teams with strong values and a positive culture.
* Strong analytical skills with the ability to derive insights from data to inform decisions.
* A collaborative mindset and genuine empathy for customers—especially those navigating the home-buying process.
Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don't worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we're looking for
Why Join Us?
* 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.
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.
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Advertising End Date: 24/09/2025