Manager, Finance Customer Contact Center – CoStar Group – Richmond, VA

Who is CoStar Group?

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

Role Overview: Manager, Finance Customer Contact Center

Richmond, VA | In office, Monday-Friday

CoStar Group continues to grow and is seeking an energetic, customer‑focused problem solver to join our Finance Customer Contact Management team as Manager, Finance Customer Contact Center, based in our downtown Richmond, VA office.

This role is responsible for leading one of our Finance Customer Care support teams, which receives, analyzes, and resolves inquiries and service tickets from both internal and external stakeholders.

A key focus of the role is building strong, collaborative partnerships with the Sales organization, internal sales support teams, and cross‑functional partners across Finance to ensure timely, accurate, and high‑quality service delivery.

Responsibilities

• Team Leadership: Provide strong leadership, coaching, and mentorship to a team of professionals, fostering high performance and accountability while supporting individual and team success.

• Performance Management: Conduct regular performance evaluations, provide timely and constructive feedback, and identify development opportunities to support continuous growth and professional advancement.

• Communication: Promote clear, effective, and consistent communication within the team and across departments to ensure alignment, transparency, and stakeholder engagement.

• Problem Solving: Proactively identify challenges, analyze root causes, and implement effective solutions to address issues, maintain service continuity, and support organizational objectives.

• Process Improvement: Evaluate and optimize existing processes and workflows to improve efficiency, quality, and scalability while supporting ongoing business growth.

• Relationship Management: Build and maintain strong relationships with key stakeholders, ensuring service expectations are met or exceeded and issues are resolved effectively.

• Policy & Compliance: Ensure adherence to company policies, procedures, and industry standards, maintaining ethical practices and supporting the organization’s reputation.

• Metrics‑Driven Execution: Maintain and support Service Level Agreements (SLAs) that drive best‑in‑class quality, service, and productivity metrics.

• Project & Operational Support: Support and, as needed, perform front‑line activities to ensure successful execution of daily operational requirements and departmental initiatives.

Basic Qualifications

External applicants are expected to have:

• Bachelor’s degree from an accredited, not-for-profit, in-person college/university.

• A track record of commitment to prior employers.

• 8+ years of professional experience with:

• At least 5+ years in Customer Service, Customer Contact Service, or similar client facing operational role.

• At least 3+ years of proven experience in a people management role in a highly transactional environment; management experience in a call center is preferred.

Internal applicants are expected to have:

• Bachelor’s degree from an accredited, not-for-profit, in-person college/university.

• 8+ years of professional experience with at least 3+ years of experience supporting financial processes or in a client facing operational role.

• Demonstrates leadership acumen.

• Must be approved for internal mobility and consistently meet performance expectations.

All applicants are expected to have the following:

• Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook) to manage projects, analyze data, and track performance metrics.

• Strong interpersonal and communication skills, with the ability to motivate, influence, and build effective relationships with team members and stakeholders.

• Demonstrated problem‑solving and decision‑making skills, with a strategic approach to navigating complex operational challenges.

• Ability to thrive in a fast‑paced, dynamic environment while adapting to changing priorities and business needs.

• Excellent organizational and time‑management skills, with the ability to prioritize effectively and meet deadlines.

• An empathetic, people‑first leadership style that fosters a positive, inclusive, and high‑performing team culture.

Preferred Qualifications

• Familiarity with SQL and/or Python for data analysis, reporting, or operational insights.

• Experience leveraging AI‑powered tools (e.g., Microsoft Copilot or similar) to improve efficiency, decision‑making, or team productivity.

• Previous business process methodology experience: Lean or Six Sigma experience preferred.

What’s In It For You?

If you are a driven professional looking for a high-growth, high-reward career, CoStar Group offers the ideal opportunity. Be part of a best-in-class company with strong year-over-year growth that invests in your success. Enjoy a rewarding atmosphere where you can learn, excel, and grow.

When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training and tuition reimbursement.

Our benefits package includes (but is not limited to):

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug

• Life, legal, and supplementary insurance

• Virtual and in person mental health counseling services for individuals and family

• Commuter and parking benefits

• 401(K) retirement plan with matching contributions

• Employee stock purchase plan

• Paid time off

• Tuition reimbursement

• On-site fitness center and/or reimbursed fitness center membership costs (location dependent)

• Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups

• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

Sponsorship

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.

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