About eZaango Care Partners
eZaango Care Partners delivers an all-in-one platform for NDIS service providers covering rostering, client management, compliance, billing, incident management, and more. We serve a rapidly growing base of Australian providers and pride ourselves on
implementation excellence, compliance rigor, and customer-centric innovation
that outperforms many of alternatives available in market.
Role Purpose
The
Project Coordinator
ensures successful, on-time implementations and continuous value realisation for NDIS providers using eZaango. You will coordinate cross-functional tasks, manage timelines and risks, maintain impeccable documentation, and keep all stakeholders aligned so that providers go live smoothly, meet compliance requirements, and adopt the platform at scale.
This role is perfect for someone who is
structured, proactive, and service-driven
, with strong stakeholder communication, and who thrives in a high-growth SaaS environment.
Key Outcomes (What Success Looks Like)
* On-Time Go-Lives:
≥ 90% of projects meet agreed go-live dates.
* Low Time-to-Value:
Median time from kickoff to first live payroll/invoice ≤ X weeks (to be set by Delivery Lead by segment).
* Quality & Compliance:
Zero critical issues at go-live; all required NDIS-related data mappings, risk & incident workflows, and consent artifacts completed.
* Customer Satisfaction:
CSAT ≥ 4.6/5 during onboarding; handover NPS ≥ 40 to Customer Success.
* Project Hygiene:
100% of projects with current RAID logs, up-to-date project plans, and signed-off scope.
* Adoption & Training:
90% of targeted end users trained and certified (where applicable) by go-live + 2 weeks.
Responsibilities
Project Coordination & Delivery
* Build and maintain detailed project plans (milestones, dependencies, resource plans) for multiple concurrent implementations.
* Coordinate cross-functional teams (Engineers, Test Teams Data Migration, Product, Support) to meet scope, schedule, and quality.
* Own the
RAID
(Risks, Assumptions, Issues, Dependencies) log and drive timely mitigation and escalations.
* Prepare and facilitate client-facing ceremonies: kickoffs, weekly stand-ups, UAT planning, go-live readiness, post-go-live check-ins.
* Track and report implementation KPIs and status using standard templates and dashboards.
Client & Stakeholder Management
* Serve as the primary coordination point for provider stakeholders (Operations, Finance, HR/Rostering, Compliance).
* Gather business requirements, confirm scope boundaries, and manage controlled change requests.
* Ensure alignment on
data migration
,
integrations
(e.g., accounting/payroll), and
NDIS billing configurations
.
* Document decisions, approvals, and action items; ensure sign-offs at each stage-gate.
Data & Process Readiness
* Coordinate data collection templates (participants, workers, awards, service bookings, pricing arrangements) and validate completeness.
* Support test planning & UAT (test scenarios, acceptance criteria, issue triage).
* Ensure security, privacy, and consent protocols are followed in line with internal policies and NDIS expectations.
Training & Handover
* Coordinate role-based training schedules; ensure materials are tailored to provider workflows.
* Track competency and attendance; ensure admins and super users are fully enabled.
* Execute a clean handover to Customer Success with full project artifacts, known risks, and support pathways.
Continuous Improvement
* Capture implementation feedback to inform product roadmap and delivery playbooks.
* Contribute to SOPs, templates, checklists, and reusable project assets for scale.
* Support internal retrospectives and implement corrective actions.
Required Qualifications & Experience
* 2 - 4+ years in
Project Coordination / Junior PM / Implementation
within SaaS, healthcare, community services, or workforce management.
* Demonstrated experience running
multi-stakeholder, multi-phase
projects (preferably in a regulated environment).
* Familiar with
NDIS provider workflows
(e.g., service agreements, rostering, incidents, billing & claiming) or willing to learn quickly.
* Strong proficiency with project tools and spreadsheet comfort (Excel/Sheets).
* Excellent written and verbal communication; confident facilitating client meetings and documenting outcomes.
* Solid understanding of
UAT
,
data validation
, and
change control
.
Nice-to-Have
* Exposure to payroll/awards, accounting integrations, or time & attendance systems.
* Experience in Australian healthcare, disability, aged care, or community services.
* Understanding of information security & privacy frameworks (e.g., ISO 27001 concepts, data handling best practices).
* Basic SQL or data manipulation skills for QA of migrations (desirable, not required).
Core Competencies
* Organisation & Prioritisation:
Handles multiple projects without dropping details.
* Stakeholder Savvy:
Balances assertiveness with empathy; sets clear expectations.
* Problem-Solving:
Anticipates issues early; proposes pragmatic, low-risk solutions.
* Documentation Discipline:
Clear, structured, and version-controlled outputs.
* Customer Centricity:
Keeps provider outcomes front and center.
* Adaptability:
Thrives in a high-growth, evolving environment.
Career Pathways
* Project Manager / Implementation Manager
(own larger portfolios)
* Customer Success Manager
(own post-go-live value and expansion)
* Solutions Consultant / Product Operations
(bridge between delivery and product)
Compensation & Work Setup
* Salary:
Market-aligned for VIC SaaS/Health Tech Project Coordinators (happy to tailor a range based on seniority).
* Work Mode:
onsite - Melbourne Based; client meetings (virtual/onsite as required).
* Benefits:
Growth-stage learning environment, clear progression, meaningful impact in disability care.
Equal Opportunity
We celebrate diversity and are committed to creating an inclusive environment for all employees and the communities we serve.