Ageing Australia is the national peak body representing providers across the aged care landscape, including retirement living, seniors housing, residential care, home care, community care, and related services. We advocate for our members, providing expert advice, resources and tailored services to ensure they deliver exceptional care to older Australians.
About The Role
The Director of Services plays a critical leadership role in shaping and delivering Ageing Australia's national member product and service offering. You will lead the design, delivery and commercial delivery of advisory services, resources and support programs, ensuring our members receive high-quality, consistent and responsive support across all jurisdictions. This role is central to ensuring our services are member-centred, commercially sound, aligned to sector needs, and responsive to emerging challenges and opportunities.
Key responsibilities
Service strategy and delivery
* Leading and implementing a national service delivery strategy aligned to organisational priorities
* Overseeing delivery of new and current fee‐for‐service advisory services, support programmes and member resources
* Ensuring consistent service standards and quality across all jurisdictions
* Monitoring service utilisation, feedback and emerging needs
Member support and issue resolution
* Overseeing responses to member enquiries and complex issues, ensuring timely and high‐quality support
* Identifying emerging trends and issues to inform organisational priorities and sector response
Resource development and knowledge products
* Overseeing development of practical tools, guides and resources
* Ensuring content is evidence‐informed, aligned to policy and regulatory settings and incorporates a pricing model that reflects the true costs of delivery
* Partnering with Policy & Advocacy to ensure accuracy and relevance
Service innovation and growth
* Designing and evaluating new service offerings that are commercially sound
* Leading pilot programmes and co‐design initiatives with members
* Supporting development of value‐adding and sustainable service models
* Ensuring growth in revenue to support further investment into benefits for our members
Leadership and capability
* Leading and developing a high‐performing services team
* Building capability in advisory delivery, service design and problem‐solving
* Fostering a collaborative, responsive and member‐focused culture
About You
* Strong experience in service delivery, advisory or program leadership roles
* Demonstrated ability to lead responsive, high‐quality services at scale
* Experience developing resources, tools or knowledge products
* Highly developed communication, stakeholder engagement and problem‐solving skills
* A track record of building capability within teams and driving continuous improvement
* Experience in aged care, health, social services or a membership‐based organisation will be highly regarded
* Tertiary qualifications in health, social services, business, education or a related field
* 7‐10+ years' experience in service operations, advisory services or similar roles
* Experience in NFP or peak body environments is desirable
What We Offer You
* five weeks of paid annual leave
* hybrid work options to support your work life balance
* annual professional development fund
* 12 weeks paid parental leave – purchased leave option
* access to our Employee Assistance Programme (EAP) for you and your immediate family
* access to exclusive employee discounts across a range of popular retailers
* work in a collaborative, values‐driven organisation
We require federal police check as an essential selection component for this role. Please consider this requirement when submitting your application.
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