Program and Experience Lead

Program and Experience Lead – Ryde Region (SIL/SDA)

Make a meaningful impact with New Horizons.

We're passionate about creating a unified organisation where teams collaborate seamlessly to deliver exceptional outcomes for our customers.

Why Join Us?

At New Horizons, we're committed to your growth, well-being, and work-life balance. Here's what you'll enjoy:

• Salary Packaging: Up to $15,900 annually to maximise your take-home pay

• Entertainment Allowance: An additional $2,650 annually for dining, holidays, and more

• Monthly Rostered Days Off (RDOs): Enjoy a three-day weekend every month

• Fitness Passport: Access to a wide range of fitness facilities

• Clinical Supervision & Peer Support: Thrive in a collaborative environment

• Professional Development: Internal and external training opportunities

• Flexible Work Arrangements: Balance your personal and professional life

• Inclusive Culture: Be part of a diverse and welcoming workplace

• Community Impact: Help build stronger, happier communities

The Opportunity

We're seeking a dynamic and experienced Program and Experience Lead to support our Supported Independent Living (SIL) and Specialist Disability Accommodation (SDA) services across the Ryde region.

This role is about leading from within—engaging and empowering frontline teams to deliver high-quality support. You'll bridge service delivery with corporate functions like HR, IT, Risk, and Workforce Planning, ensuring smooth operations and strong relationships between head office and frontline staff.

Key Responsibilities

• Lead and mentor frontline teams to deliver exceptional customer service

• Align rosters with operational needs and resolve staffing challenges

• Identify skill gaps and support capability uplift initiatives

• Ensure compliance with policies, legislation, and quality standards

• Collaborate with corporate services (Finance, IT, WHS) to support service delivery

• Build strong stakeholder relationships and drive continuous improvement

• Manage budgets, resources, and procurement processes

• Supervise complex tasks and support volunteers

• Compile accurate reports on service delivery and compliance

What You'll Bring

• A relevant degree or equivalent experience in human services, business, or related field

• Proven experience leading cross-functional teams and aligning operations

• Strong decision-making and problem-solving skills

• Knowledge of compliance and quality standards in disability services

• Pre-Employment Checks; NDIS Worker Screening Check, NSW Working with Children Check, National Police Check (dated within the last 3 months)

• Relevant Industry Qualifications

• Driver Licence

At New Horizons, we are passionate about creating a unified organisation where our teams work seamlessly together to deliver exceptional service that enhances the lives of our customers while at the same time improving employee experience and career development opportunities. We align our work with our organisation's values - fostering a culture of collaboration, trust, and accountability. As part of our team, you'll be empowered to take initiative and use your talents to improve the lives of our customers. Together, we are a community committed to transforming lives through our services, embracing challenges with creativity and adaptability for lasting positive impact.

How to Apply

To register your interest, please click 'Apply Now' and provide a resume and cover letter outlining your suitability for the role.

If you have questions about this role, or would like to discuss any reasonable adjustment you may require throughout the recruitment process, or require alternate method of submitting your application, please email

IMPORTANT: New Horizons is an equal Opportunity Employer, and our people represent the community which we service. We invite all the applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds. Due to the specific support needs of the customer base and the inherent program requirements, there is a genuine occupational requirement for female applicants to apply, under the exception clause of the NSW Anti-Discrimination Act 1977 – Section 31.

New Horizons values diversity and encourages applications from people from all walks of Life. Our vision is to see happy inclusive communities work together in collaborative and inclusive ways to create opportunity and improve quality of life. Our workforce proudly reflects the local communities we connect with and support.

New Horizons acknowledges all aboriginal and Torres Strait Islander peoples as the traditional custodians of the land.