Lead with purpose. Shape meaningful experiences for both customers and staff.
We are a values-driven organisation committed to delivering high-quality, person-centred support across multiple service areas. Our focus is on creating seamless, collaborative, and efficient service delivery while ensuring a positive employee experience. We foster a culture of trust, accountability, and innovation where people are encouraged to use their strengths to create lasting impact.
If you are passionate about driving service excellence, building team capability, and strengthening operational alignment between frontline teams and corporate functions—this is the role for you.
About the Role
As the Program and Experience Lead, you play a critical role in connecting frontline service delivery with key business functions such as rostering, workforce planning, HR, IT, finance, and risk.
You will guide and support frontline employees, influence operational improvements, and ensure that both customers and staff receive a consistently high-quality experience. You will work closely with the Service Delivery Manager to build capability, monitor performance, and uphold best-practice standards across your allocated region.
This role supervises employees across different services and locations, working with internal teams to enhance operational efficiency and support a positive workforce experience.
What You'll Be DoingLeadership & Team Support
* Lead and support frontline employees, ensuring clear communication between corporate teams and service delivery.
* Identify skill gaps and support capability-building initiatives.
* Mentor staff to ensure corporate policies are understood and implemented on the ground.
* Communicate staffing, allocation, and operational challenges to maintain seamless service delivery.
* Supervise staff and volunteers, providing guidance on complex tasks.
Rostering & Allocations
* Oversee resource scheduling to ensure the right people are in the right roles at the right time.
* Coordinate customer bookings and job allocation according to availability and service needs.
* Manage roster changes, short-notice adjustments, and general rostering enquiries.
* Maintain strong understanding of service offerings and scheduling requirements.
* Apply NDIS frameworks and remain informed on sector changes.
* Collaborate on staff training needs and coordinate sessions with relevant departments.
Financial & Data Management
* Liaise with finance, procurement, reporting and service teams to support smooth operations.
* Ensure accurate documentation, recording, and reporting to support compliance and continuous improvement.
* Prepare reports, assessments, WHS documentation, and incident records.
Service Excellence
* Build strong relationships with customers, families, carers, and external networks.
* Balance customer-centred service delivery with operational priorities.
* Model solution-focused, person-centred practice.
* Support quality checks, customer forums, and service enhancement initiatives.
Continuous Improvement
* Lead quality improvement initiatives across service and corporate processes.
* Conduct audits and evaluations to identify opportunities for efficiency and enhanced outcomes.
* Ensure alignment with legislation, standards, and organisational guidelines.
Who You Interact With
Internal:
* Leadership Team
* Rostering & Allocations
* Customer Service Delivery Teams
* Finance, HR, WHS, IT, and other corporate stakeholders
External:
* Customers, families, carers, Guardians, Coordinators of Support
* Community partners and networks
What You Bring
* Certificate IV in Disability, Community Services, Aged Care, or similar
(Relevant degree preferred)
* Proven leadership experience in human services or related fields.
* Strong communication skills and experience working with diverse stakeholders.
* Ability to manage competing priorities and deliver within timeframes.
* Autonomous work style with strong judgement and problem-solving ability.
* Solid understanding of compliance, quality standards, and sector legislation.
* Experience in customer-centred service delivery.
Probity Requirements
* National Criminal History Check
* NDIS Worker Check
* Working with Children Check
* Current NSW Driver Licence
* Australian working rights
What Might Be Challenging
* Balancing competing priorities between corporate and frontline operations.
* Managing differing expectations across multiple departments.
* Problem-solving complex situations under tight deadlines.
* Navigating overlapping responsibilities across service areas.
Measures of Success
* 95% of cross-functional tasks completed without delay.
* 90%+ stakeholder satisfaction across corporate, service delivery, and external partners.
* 100% compliance with legislation, policy, and risk protocols.
* On-time, on-budget delivery of cross-team projects.
* 20% reduction in escalations within the first year through improved communication.
Ready to Lead and Make an Impact?
If you want to empower teams, elevate customer experience, and drive meaningful operational improvements, we'd love to hear from you.
Click Apply to join a purpose-driven organisation where your leadership creates real change.
Job Type: Full-time
Pay: From $44.60 per hour
Expected hours: 30 – 40 per week
Work Location: In person