Experience Manager

4 days ago

Brisbane, Queensland, Australia beBeeLeader Full time $110,000 - $130,000
About This Role

We are seeking a strategic leader to drive the experience of our Independent Contractor workforce, who provide essential care and support in members' homes.

The core responsibilities of this role include:

  • Developing strategies that enhance Helper engagement, satisfaction, and retention.
  • Championing the Helper App as the central platform for communication, training, feedback, and community connection.
  • Leading three operational teams – Rostering, Recruitment & Onboarding, and Helper Capability – ensuring alignment with organisational goals.
  • Driving team performance by setting clear KPIs, coaching leaders, and fostering an inclusive, collaborative, and high-performing culture.
  • Overseeing daily rostering operations, ensuring urgent and last-minute shifts are filled promptly with the right skills and availability.
  • Collaborating with Operations Analysts and Care Teams to balance workforce supply and demand, and align Helper availability with care plans.
  • Maintaining compliance with Aged Care, Fair Work, and Migration legislation, while safeguarding the integrity of the Independent Contractor model.
  • Listening and responding to Helper feedback by monitoring NPS and engagement data, implementing initiatives that enhance the overall Helper experience.
  • Analysing churn, retention, and workforce trends to inform continuous improvement strategies.
  • Leading improvement projects across recruitment, onboarding, rostering efficiency, and capability development to strengthen workforce outcomes.
Requirements
  • Experience in customer experience, workforce management, recruitment, rostering, or operations in healthcare, aged care, or disability services.
  • Proven ability to lead cross-functional teams and improve contractor or employee experience.
  • Familiarity with scheduling platforms, CRM systems, and L&D tools.
  • Understanding of regulatory frameworks affecting aged care and gig economy workers.
  • Qualifications in business, health services management, human resources, or a related field.
  • Strong leadership and team management skills.
  • Excellent communication and stakeholder engagement abilities.
  • Strategic thinker with a hands-on, solutions-focused approach.
  • Empathy and understanding of the aged care and disability support workforce.
  • Data-informed decision-making and comfort with operational systems.
  • Strong understanding of compliance frameworks and contractor governance.
  • Values that naturally align with our values and mission.
  • Unlimited working rights in Australia.
  • A successful National police check, or willingness to apply.
What We Offer

This is an opportunity to join a dynamic organisation that prioritises the wellbeing and growth of its staff.

We offer a supportive and inclusive work environment, with opportunities for professional development and career advancement.

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