Customer Experience Director
Core
Lead end-to-end customer experience and operational service model across Realhub, Campaigntrack, Engage, and Real Time Agent platforms for Australia's leading real estate workflow solutions.
Role type
Senior IC Customer Experience Director (SaaS/Platform)
Builds
Customer support, onboarding, implementation, training, operational delivery, and Voice of Customer programs for real estate technology platforms.
Domain
Real Estate Technology / SaaS Platforms
Required skills
Senior leadership, distributed team management, end-to-end service model ownership, commercial acumen, customer retention strategy, operational reporting, process improvement, automation, workforce planning, quality management, budget management
Preferred skills
Real estate technology experience, third-party partner management
Technologies
Realhub, Campaigntrack, Engage, Real Time Agent (RTA)
Responsibilities
Own and evolve customer service model and governance; Lead and develop large CX and Operations organization across Australia and Philippines; Drive excellence in support, onboarding, and operational delivery; Oversee customer-facing functions including QA and partner onboarding; Own customer reporting and Voice of Customer programs; Partner with Product and Technology to improve customer journeys; Support retention and growth through strategic partnership management; Lead continuous improvement initiatives balancing outcomes and efficiency.
Seniority
Senior, hands-on IC with strategic leadership
