CX Operations Manager - Domain

CX Operations Manager - Domain

Job Description

Real Estate software for Agency clients.

Own CX strategy and processes, leadership of local & international team.

Hybrid working, sociable team and career development opportunities.

Company Overview

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

About Domain:

Domain is a leading property technology and services marketplace that is home to one of the largest portfolios of property brands in Australia, including the Domain, Allhomes and Commercial Real Estate (CRE) platforms. In 2025, Domain became part of CoStar Group (NASDAQ: CSGP), a global leader in commercial real estate information, analytics online marketplaces and 3D digital twin technology. Together, Domain and CoStar Group is dedicated to digitising the world's real estate, empowering all people to discover properties, insights, and connections that improve their businesses and lives.

About the Role

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.

Why Join Us:

We're the right-sized business for you to make a real impact, with a workplace culture where you can be you. There's so many perks! Here's some of the favourites…

• Work from home flexibility - 3 days in the office per week.
• Wellbeing Leave.
• Up to 20 weeks paid parental leave for primary carers.
• Novated leasing through Autopia.
• Leadership development programs, LinkedIn Learning and more.
• Regular social events including our famous Innovation Days and annual BBQ!

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.

Our Ideal Person:

ESSENTIALS :

• 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.

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 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.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing