At a Glance
- Tasks: Lead CX strategy and processes for a dynamic real estate software team.
- Company: Join CoStar Group, a global leader in real estate information and technology.
- Benefits: Enjoy hybrid work, wellbeing leave, and leadership development programs.
- Other info: Diverse and inclusive workplace committed to equity and growth.
- Why this job: Make a real impact in a collaborative environment with innovative projects.
- Qualifications: Experience in managing teams and operations within customer experience.
The predicted salary is between 90000 - 110000 $ per year.
Real Estate software for Agency clients. Own CX strategy and processes, leadership of local & international team. Hybrid working, sociable team and career development opportunities.
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 digitise the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
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.
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.
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.
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).
Equal Employment Opportunity: CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing.
CX Operations Manager employer: CoStar Group, Inc.
CoStar Group is an exceptional employer that fosters a culture of collaboration and innovation, making it an ideal workplace for an Accounts Receivable Specialist. With generous compensation, performance-based incentives, and a commitment to employee growth through leadership development programs and resources like LinkedIn Learning, employees are empowered to thrive. The company's dedication to equity, diversity, and inclusion ensures a supportive environment where all voices are valued, making it a rewarding place to build a meaningful career.
