Senior Manager Customer Operations

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia’s leading experts in NDIS Plan Management and Support Coordination.

Are you an experienced leader with a passion for customer excellence and team development? Do you thrive in a dynamic, fast-paced environment where your expertise shapes outcomes and drives strategic growth? If so, we have the perfect role for you!

As the PSS Senior Manager, Customer Operations, you will lead telephony, live chat, and email support functions for customers, service providers, and support coordinators across Plan and Support Services (PSS). Your focus will be on delivering superior customer service, enhancing operational efficiencies, and embedding a customer-first approach in every decision.

In this role, you’ll lead by example, ensuring every decision aligns with our values:
• Customer Always: Keep the customer at the heart of all we do.
• Everyone Matters: Foster inclusivity and respect in every interaction.
• Better Together: Build collaborative teams that thrive together.
• Strive for Greatness: Deliver exceptional outcomes and continuous improvement.

What You'll Do:

• Lead Excellence: Manage and optimize Customer Care Teams to deliver exceptional service across telephony, live chat, and email channels.
• Strategize Success: Develop scalable, cost-effective operational models aligned with PSS goals.
• Foster Talent: Coach and guide team leaders and emerging leaders, ensuring consistent delivery of key performance indicators (KPIs).
• Drive Efficiency: Analyze performance metrics, tackle problem areas, and spearhead continuous improvement projects.
• Ensure Compliance: Maintain high standards in policy, procedure, and regulatory adherence, including incident and complaints management.
• Collaborate Broadly: Work with internal teams and external stakeholders like the NDIA and disability service organizations to achieve shared objectives.

What You Bring:

•  Leadership Expertise: 5+ years of experience managing contact center teams, with a proven ability to exceed KPIs and drive service excellence.
• Customer-Centric Approach: Passionate about delivering exceptional service and embedding a customer-first mindset across teams.
• Operational Knowledge: Expertise in workforce planning, performance analysis, and compliance management.
•  NDIS Insight: Understanding of the disability sector and the NDIS framework is a plus.
• Innovative Problem-Solver: Skilled in implementing change, improving systems, and driving cultural transformation.
 

What we can offer you:

• Our strong people-first culture

• Flexible/hybrid working to enhance your work/life balance

• Novated lease benefits and discounts

• 12 weeks Paid Parental leave and access to our Parents Portal

• Exempt Employee Share Plan

• Paid Income Protection Insurance under MMSG default Super plan

• Access to a broad range of learning and development programs

• Career break and volunteering leave

• Access to Employee Assistance Program and annual Flu vaccination

• Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.