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About the Role

Lead the end-to-end customer experience and operational service model across Realhub, Campaigntrack, Engage and Real Time Agent (RTA) platforms. Oversee a large, distributed CX and Operations function across Australia and the Philippines, ensuring a consistent, reliable, and high-quality customer experience. This role offers an opportunity to shape how Domain's real estate workflow platforms are supported, adopted, and scaled, partnering with Commercial, Product, and Technology leaders.

Responsibilities

Own and evolve the DWS customer service model across Realhub, Campaigntrack, Engage and RTA, including service standards, governance, performance measures and escalation pathways.
Lead, coach and develop a large CX and Operations organisation across Australia and the Philippines.
Drive excellence across customer support, onboarding, implementation, training and operational delivery.
Oversee customer-facing operational functions including customer support teams, production flows and QA programs, publication workflows and partner onboarding.
Own customer reporting and Voice of Customer programs, turning insights into meaningful actions and business outcomes.
Partner closely with Product and Technology leaders to improve customer journeys, influence product priorities and support release readiness.
Support customer retention, adoption and growth through proactive engagement, strong service delivery and strategic partnership management.
Lead continuous improvement initiatives, balancing customer outcomes, operational efficiency, service quality and cost-to-serve.

Requirements

Extensive senior leadership experience across Customer Experience, Service Delivery, Customer Operations or SaaS/platform environments.
Experience leading large, multi-layered and geographically distributed teams, ideally including offshore operations.
Proven ownership of end-to-end service models spanning support, onboarding, implementation and operational delivery.
Strong commercial acumen and experience partnering with senior Commercial, Product and Technology stakeholders.
Track record improving customer retention, adoption and satisfaction through proactive engagement and operational excellence.
Experience using customer insights, Voice of Customer programs and operational reporting to drive strategic decision-making.
Strong capability in process improvement, automation, workforce planning, quality management and operational governance.
Outstanding leadership, communication and stakeholder management skills, including handling executive-level escalations and critical incidents.
Proven capability in managing operational budgets, workforce planning, cost forecasting and resource allocation to support scalable team growth effectively.
Experience within real estate technology, workflow platforms or adjacent SaaS businesses.
Experience managing third-party partners, suppliers and operational delivery relationships.

Skills

Customer Experience
Service Delivery
Customer Operations
SaaS
Platform environments
Leadership
Commercial acumen
Stakeholder management
Process improvement
Automation
Workforce planning
Quality management
Operational governance
Budget management
Cost forecasting
Resource allocation
Real estate technology
Workflow platforms
Voice of Customer programs
Operational reporting

Location

Australia
Philippines

Work Type

Hybrid working

Experience Level

Senior leadership

Benefits

Hybrid working
Up to 20 weeks paid parental leave for primary carers
Wellbeing Leave
Opportunity to buy additional leave
Leadership development programs
LinkedIn Learning
Regular social events
Innovation Days

About the Company

Domain is one of Australia's most trusted and loved property brands, helping millions of Australians find their dream home and stay informed about the property market.
Domain has joined forces with CoStar Group, a global leader in real estate information, analytics, and online marketplaces to take the next big leap in property technology and data innovation.
As part of CoStar Group, an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate, Domain is entering an exciting new era of growth.
CoStar is investing heavily in new products, technology, and people to revolutionise how Australians access property data, insights, and marketplaces.
This is a rare opportunity to join a world-class research team at the intersection of two powerful brands - Domain's local market expertise and CoStar's global scale and technology - as we build the future of real estate intelligence together.

Equal Opportunity

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.