Partnership Engagement and Solutions Manager

15 hours ago

Brisbane, Queensland, Australia Department of Customer Services, Open Data and Small and Family Business Full time $80,000 - $120,000 per year

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

As The Partnership Engagement And Solutions Manager, You Will

  • Act as the primary contact for assigned partners, building strong, long-term relationships through open communication and collaboration. Understand their objectives and challenges to deliver tailored digital and voice solutions, proactively addressing needs to ensure a seamless experience and sustained satisfaction.
  • Drive improvements to business processes and the end-to-end customer experience across digital and voice channels. Partner with agencies and internal stakeholders to deliver new business opportunities, campaigns, disaster responses, service enhancements that optimise performance across all channels.
  • Provide strategic leadership to deliver and continuously improve partner services across all Digital Customer (SSQ) products and channels. Leverage Human-Centred Design to create customer-focused solutions and collaborate with stakeholders to implement strategies and best-practice that drive measurable service outcomes and align with whole-of-government objectives.
  • Monitor and report on service performance, customer insights, and partner outcomes to the Digital Customer (SSQ) Leadership Team. Track solution progress, risks, opportunities, budgets, resources to drive accountability and ensure services consistently exceed.
  • Provide leadership and direction to a multidisciplinary team, by setting clear objectives, coaching and supporting professional development, managing performance, and fostering a culture of collaboration.

Applications to remain current for 12 months.

Occupational group
Administration

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