Head of Implementations

2 weeks ago

Sydney, New South Wales, Australia Brevity Care Software Full time $120,000 - $180,000 per year

About the business

We are seeking a dynamic and strategic leader to head our Implementations & Training team. This role is critical to ensuring our customers experience seamless onboarding and training, while also fostering a high-performing, engaged team. You will be responsible for overseeing day-to-day operations, driving execution of implementation playbooks, and continuously improving our ways of working to deliver exceptional customer and staff satisfaction.

At Brevity our mission is to develop leading software tools for the disability care and aged care industry, to make staff jobs easier, their client's lives better, and their business more efficient.

As a key hire your expertise will help propel us forward as we establish ourselves as a market leader.

Key Responsibilities

  • Leadership & Team Management

  • Lead, mentor, and develop a team of implementation specialists and trainers.

  • Foster a culture of accountability, collaboration, and continuous improvement.
  • Drive staff engagement and satisfaction through clear career pathways, coaching, and recognition.

  • Implementation Excellence

  • Oversee the execution of implementation playbooks and technical specifications to ensure consistent, high-quality delivery.

  • Monitor project timelines, resource allocation, and customer outcomes.
  • Collaborate cross-functionally to remove roadblocks and optimise processes.

  • Training Strategy & Delivery

  • Ensure training programs are tailored to customer needs and aligned with product capabilities.

  • Continuously improve training materials and delivery methods based on feedback and outcomes.
  • Champion scalable training solutions that support growth and efficiency.

  • Customer Satisfaction & Success

  • Act as a senior point of escalation for implementation and training-related issues.

  • Analyse customer feedback and implementation metrics to identify areas for improvement.
  • Partner with Customer Success and Product teams to ensure alignment and feedback loops.

  • Operational Efficiency

  • Identify and implement improvements to tools, processes, and workflows.

  • Use data to drive decisions and measure success.
  • Lead initiatives that enhance team productivity and customer experience.

Skills and experience

  • Proven experience leading implementation, onboarding, or training teams in a SaaS or service-oriented environment.
  • Good technical skills
  • Strong leadership and people development skills.
  • Excellent project management and organisational abilities.
  • Customer-centric mindset with a passion for delivering value.
  • Ability to thrive in a fast-paced, evolving environment.

  • Strong communication and stakeholder management skills.

  • NDIS or Aged Care industry experience an advantage

  • Self motivated and able to work autonomously
  • Go-getter that is able to get the job done

Why Join Us?

  • Be part of a mission-driven company focused on delivering exceptional customer outcomes.
  • Lead a passionate team and shape the future of our implementation and training strategy.
  • Enjoy a collaborative culture that values innovation, ownership, and growth.
  • Flexible work from home arrangement
  • Excellent growth opportunities
  • Work with market leading product that solves real world problems, which you will have input on making even better

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