Director of Operations and Customer Experience

1 month ago

Melbourne, Victoria, Australia Care Systems Full time

At Care Systems, we are committed to delivering exceptional experiences for our customers in the Australian Aged Care, Home Care, Community Support Packages, and Disability sectors. As a leading provider of software solutions, we are seeking an experienced Director of Operations and Customer Experience to join our team.

About the Role

This is an exciting opportunity for a strategic thinker who can lead teams, enhance operational processes, and deliver communications to our customers. The ideal candidate will possess strong expertise in customer service, have excellent planning and organisational skills, and be able to think strategically and execute effectively in a fast-paced environment.

The successful candidate will oversee day-to-day operations, develop and implement operational strategies to improve productivity and efficiency, and optimise operational processes and systems to enhance effectiveness, efficiency, and improve service delivery. They will also collaborate with Business Development to deliver improved services to key accounts and identify new opportunities.

About You

To be successful in this role, you will need:

  • A minimum of ten years' experience in an Operations leadership role, preferably within the home/community care and/or aged care sectors;
  • Relevant tertiary qualifications in Business Administration, Operations Management or similar;
  • Extensive experience in leading customer support teams, with a focus on improving customer satisfaction and support processes;
  • Deep working knowledge and experience with Microsoft Office suite, Zendesk, JIRA or similar applications;
  • Exceptional communication and interpersonal skills with customers and other external and internal stakeholders;
  • An interest and/or experience in external and internal communications would be highly regarded.

In return, we offer a competitive salary, $120,000 - $180,000 AUD per annum, depending on experience, and a range of benefits including a leading Employee Assistance Program, flexible working arrangements, and genuine support for your personal wellbeing and professional development.

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