Ray White is a household name in Australia and New Zealand, a name synonymous with the property and real estate industry, home loans and mortgages and insurance. Established in 1902, in the small Queensland country town of Crows Nest, Ray White has evolved into Australasia's most successful real estate business, now approaching 1,000 individual offices in Australia, New Zealand and South East Asia. Last year, Ray White sold over $53 billion worth of property.
We have an opportunity for a motivated and technically savvy Operations and Support Manager to join our NutureCloud team, Ray White's internally developed technology platform.
NurtureCloud is the real estate industry’s most exciting CRM entrant. Revolutionising the customer experience for vendors & purchasers, and the sales process for Ray White agents, the software is designed to contact the right people at the right time, allowing agents to work more efficiently, and to ultimately win more business.
As the Operations & Support Manager, you will play a critical behind-the-scenes role in keeping our day-to-day operations running smoothly. This is a highly process-driven position split between optimising our support process and executing operational tasks.
While you won’t be answering daily support tickets, you will oversee the support process - identify backlogs, bridge communication gaps, project manage resolutions, and upskill our helpdesk. The other half of your role involves managing the growing volume of essential, data-heavy operational tasks that support our offices and agents through business changes.
This is an execution-focused role for someone who genuinely loves diagnosing inefficiencies, rolling up their sleeves to fix bottlenecks, and building the seamless workflows that directly improve our network’s day-to-day experience.
Key Responsibilities
1. Support process optimisation and escalation management
- Partner with IT to audit, refine, and continuously improve the current support process.
- Act as the primary bridge to the NurtureCloud team, driving complex technical escalations to timely resolution and eliminating long-standing ticket backlogs.
- Mentor and train the support desk team to increase their technical confidence and capability in handling NurtureCloud tickets independently.
- Close the loop on resolved issues, ensuring clear, proactive updates are relayed back to the network and the DPS team.
- Serve as the definitive escalation point for the DPS team when complex issues require intervention.
2. Operational execution and data management
Oversee and execute the rising volume of critical administrative and data-driven tasks, including:
- Agent Transfers: Manage and support data transfers for agents moving within the group
- Data Resyncs: Identify and execute Vault-to-NurtureCloud data resyncs to resolve syncing discrepancies
- Office Lifecycle Management: Coordinate office onboarding, offboarding, and complex office de/amalgamations (mergers and separations).
- System Administrations: Manage bulk SMS activations and routine database setting updates.
- Bespoke Reporting: Extract, compile, and deliver custom reports and data export requests to meet network needs (navigating current product limitations).
To thrive in this role, you need to be a specific type of operator. You are someone who finds genuine satisfaction in solving problems, building order out of chaos, and making things run like clockwork.
Qualifications & Traits:
- Process-Driven: You don’t just fix a problem; you fix the process that allowed the problem to happen.
- Comfortable in the background: You don't need the spotlight. You are motivated by the quiet satisfaction of a well-oiled machine and a happy network.
- Resilient and solutions-oriented: Dealing with system gaps, backlogs, and technical gremlins doesn't frustrate you.
- Strong project manager: Exceptional at following up, keeping stakeholders accountable, and ensuring nothing falls through the cracks.
- Data literate: Comfortable handling data transfers, manual syncs, and manipulating data for bespoke reporting.
- Empathetic communicator: Ability to translate complex technical resolutions into clear, reassuring updates for non-technical stakeholders.
Skills Required
- Process-driven mindset (improve processes to prevent recurring issues)
- Technically savvy with CRM platforms and NurtureCloud familiarity
- Data literate — manage data transfers, manual syncs, and bespoke reporting
- Strong project management and stakeholder follow-up skills
- Experience managing support escalation processes and mentoring helpdesk teams
- Ability to translate technical resolutions for non-technical stakeholders (empathetic communication)
- Resilient and solutions-oriented when addressing system gaps and backlogs
What We Do
Ray White is a market-leading real estate agency group and property investment business, operating throughout Australia, New Zealand, Indonesia and Hong Kong. We are a fourth-generation family-owned and led business, founded in 1902 in Crows Nest, Queensland. Our original office - the Shed - in Crows Nest still stands today. There are over 12,000 members of the Ray White family. Our members span all areas of real estate agency activities, including residential, commercial and rural property sales and management. Our specialist businesses focus on specific market sectors such as valuations, marine, and insurance. We are a partner in HTL Property, delivering specialised integrated services for the hotel industry and its investors throughout Australia. RW Capital invests on behalf of the White Family, and institutional and private investors, into private credit, real estate private equity and private equity. We seek to provide all of our members with a family experience that supports leadership, embraces curiosity, and is a springboard for them to reach heights that they might not have thought achievable. We recorded our strongest year of growth and transaction activity in the financial year ending 30 June 2024. Our market share of residential property sales in Australia and New Zealand is at a record high of 14.4%, more than twice the second-largest group.
