Customer Experience Operations Manager

The Role

This is a senior leadership role overseeing customer support strategy and operations for Realhub and Campaigntrack. You’ll lead a large PH-based team, drive transformation and efficiency, and ensure scalable, high-quality service while managing stakeholders and complex customer issues.

What You'll be Doing

Lead customer support strategy and operations by optimising systems, processes, and team structures to deliver a high-quality, scalable customer experience, while owning performance metrics like CSAT and resolution times, driving continuous improvement, partnering with Product and Sales to turn customer insights into product enhancements and revenue opportunities, and coaching leaders while guiding the team through periods of change and transformation.

About You

• Minimum 8+ years of leadership and management experience in Customer Experience, Operations, or similar functions, including managing team leaders or multiple teams

• Bachelor’s degree in a relevant discipline required; postgraduate qualifications or certifications in operations, leadership, or process improvement are advantageous

• Proven ability to lead through coaching, build high-performing teams, and drive employee engagement and retention in fast-paced, customer-centric environments

• Strong stakeholder management experience within matrix organisations, with the ability to balance priorities and influence senior leaders

• Solid background in support operations (QA, Training, Workforce Management), with deep understanding of service levels, capacity planning, and frontline delivery

• Experience in Tech/SaaS or high-volume environments (e.g., fintech, BPO, e-commerce); real estate software experience is a plus

• Working knowledge of CX platforms such as Freshdesk (or similar), with the ability to optimise systems and processes for efficiency

• Highly analytical and data-driven, with strong attention to detail and ability to translate insights into actionable improvements

• Excellent cross-cultural communication and collaboration skills, with experience working across geographically distributed teams and leading through change

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 a hybrid set-up – whether it's making the most of working remotely or from our office

• Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more

• Access to LinkedIn Learning, giving you learning opportunities to upskill and work on your personal growth

• Access to top-notch mental health support through our Employee Assistance Program

• Continuous opportunities to leap, learn and grow.

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.

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.