Customer Experience Operations Manager

About 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.

Responsibilities

• 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
• About Domain:
• 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 proacti

Benefits

Additional Information

Customer Experience Operations Manager Job Description

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