Job Description
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 a small handful of direct reports, and helping to identify opportunities for our Sales teams to grow additional revenue.
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.
Essentials
Our Ideal Person
* 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.
Nice To Haves
* Experience managing overseas teams.
* Experience with process improvements and system efficiencies.
Equity, Diversity & Inclusion
Domain 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 edi@domain.com.au or leave a message on 1300 858 356 and we will get back to you.
Legal Notice
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‐free workplace and perform pre‐employment substance abuse testing.
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