CX Operations Manager
Core
Own strategy, processes, and systems to deliver seamless customer support for residential and commercial real estate portals (Pricefinder, Homepass, Leadscope) while managing a delivery team and identifying sales revenue opportunities.
Role type
Senior IC CX Operations Manager
Builds
Customer support experience and operational efficiency for real estate portals
Domain
Real Estate Technology (PropTech)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, operations strategy, process optimization, Zendesk proficiency, analytical mindset, negotiation, presentation, cross-functional collaboration
Preferred skills
Process improvement, system efficiency
Technologies
Zendesk
Responsibilities
Strategize long-term service vision, design and optimize team structures, propose system/process improvements, communicate product issues to leads, monitor team effectiveness via metrics (ESAT/CSAT), coach team leaders, collaborate with Sales and Product teams
Seniority
Senior, hands-on IC with direct reports