Job Overview
This is a 6-month parental leave cover role with the potential for extension, enabling us to maintain our exceptional customer service during this critical period.
We are a startup operating within Commonwealth Bank's x15ventures. Our vision is to provide secure and confident conveyancing services to Australians buying and selling their homes securely and confidently.
* Conveyancers and lawyers with years of experience and local expertise.
* Award-winning app built by CommBank with digital ID verification, chat, and more.
As a Customer Operations Manager, you'll lead a high-performing team dedicated to delivering exceptional customer experiences throughout one of the most significant financial transactions in customers' lives.
Responsibilities:
1. Lead and manage teams across your assigned states.
2. Drive team performance, engagement, and professional development through coaching, mentoring, and regular feedback.
3. Empower your team to deliver outstanding support and guidance to customers throughout their journey.
4. Owning and delivering on key operational KPIs for your states, ensuring consistent and high-quality outcomes.
5. Partner with Product and Engineering teams to identify and implement process and tooling improvements that enhance team efficiency and customer satisfaction.
6. Collaborate with the Training & Quality team to continuously improve productivity and service quality.
7. Work with the Change Management & Content team to ensure timely and accurate communication of process and policy updates.
8. Coordinate with the Partner Operations Manager to enhance the quality of work provided by legal partners.
9. Participate in strategic planning and review cadences with the Commercial team to align on and achieve state-specific goals.
Requirements
* 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.