CX Operations Leader

CX Operations Leader Job Description The Role As the CX Operations Leader, you will spearhead the transformation of customer experience across Realhub. You will execute our CX strategy, optimize team structures, and automate processes to drive operational efficiency. By coaching leaders and leveraging customer feedback, you'll foster a high-performing team dedicated to delivering exceptional support and building lasting brand loyalty.

Strategic CX Leadership & Coaching: Spearhead the execution of our customer experience strategy across Realhub business units. You will empower, lead, and coach Team Leaders to foster a vibrant, collaborative, and high-performing culture. By deeply connecting the team to our core purpose and values, you will ensure they understand their impact and drive exceptional service standards that translate into true brand advocacy and customer loyalty. Operational Excellence & Process Optimization: Take ownership of our daily operations by continuously optimizing team structures and resource deployment. You will proactively identify opportunities to eliminate roadblocks, automate workflows, and standardize our systems and tools. Alongside effectively managing operational risks, you will ensure our workforce is perfectly aligned to meet and exceed customer expectations for timeliness and quality. Data-Driven Insights & Reporting: Harness the power of data to understand the metrics that truly matter. You will design, create, and maintain dynamic reporting frameworks that monitor both team performance and the overall customer experience. As business priorities shift, you will adapt these tools to continually improve team productivity, efficiency, and service quality. Voice of the Customer & Continuous Improvement: Partnering closely with the Centre of Excellence, you will drive ongoing performance improvement across both our people and processes. You will develop robust methods to gather, analyze, and interpret customer feedback, ensuring a deep understanding of their needs and pain points. Cross-Functional Collaboration & Product Alignment: Act as a vital bridge between the CX team and internal stakeholders. You will manage training and communications for product updates and releases to ensure your team's knowledge remains cutting-edge, while proactively communicating product issues and customer feedback directly to the relevant Product leads.

Extensive experience in a customer service, contact centre and/or operational environment that is fast-paced and change intensive Comfortable with operational metrics and improving productivity, efficiency and quality to meet performance targets Knowledge of forecasting and capacity planning in an operational environment Experience working with internal stakeholders to reduce customer and employee pain points Well developed analytical and problem-solving skills and critical thinking Delivery oriented and ability to meet deadlines Someone who thrives in a team environment, who is customer focused, results driven and has the ability to work autonomously 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 is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. We are on a mission to digitize the world's real estate, empowering all people to discover