Job Description Healthcare Australia (HCA) is a major provider of healthcare services across Australia, including allied health, primary care, recruitment, NDIS, care services, and training. Our Home Care division supports older Australians and people living with disability to live independently at home with safety, dignity, and connection. Through our dedicated Customer Care and Care Management teams, we deliver person-centred care that makes a real difference in the community. This opportunity is currently a 9 month maternity leave cover but with the possibility of extension following those 9 months if suitable. We are currently seeking an experienced and passionate Customer Care Operations Manager to lead our Home Care operations in driving performance, service excellence, and customer satisfaction across the State. The Opportunity As the Customer Care Operations Manager , you’ll play a key leadership role ensuring our customers receive high-quality care and exceptional service every step of their journey with HCA. You’ll be responsible for leading and supporting the Customer Care Managers to deliver consistent, efficient, and person-centred care, aligned with HCA’s values and strategic goals. This position also drives continuous improvement, operational performance, and customer retention while ensuring compliance and best practice. Key responsibilities include: Leading and developing Care Managers to achieve operational excellence and a strong customer experience Monitoring team performance, service delivery, and compliance against KPIs Managing financial performance across cost centres including expenses, headcount, and revenue Identifying opportunities for business development and growth within Home Care services Ensuring all customer documentation and case notes are complete, accurate, and up to date Recruiting, training, and coaching staff to support engagement, performance, and succession planning Fostering collaboration and strong relationships across departments to deliver seamless service delivery Driving a culture of continuous improvement, accountability, and care quality Let’s talk about you! You’re a people-focused leader who thrives on building strong teams and creating exceptional customer experiences . With a balance of operational skill , commercial acumen , and heart-led leadership , you bring both strategic insight and empathy to your work. You’ll have tertiary qualifications or at least three years’ experience within the healthcare, aged care, community care or NDIS sectors , along with proven leadership experience in managing teams, coaching performance , and supporting staff development . Your strong communication , stakeholder engagement , and problem-solving skills allow you to navigate challenges and build lasting relationships, while your track record in driving operational performance and meeting KPIs demonstrates your ability to deliver results. Highly organised and adaptable , you’re confident working both independently and collaboratively , with solid proficiency in MS Office and CRM or workforce management systems . Above all, you bring a customer-first mindset and a genuine passion for quality service and continuous improvement . Why you’ll love working with HCA Join a leading national healthcare provider with over 3,000 employees Make an impact in a values-driven organisation committed to quality and customer care Be supported with ongoing professional development and leadership opportunities Work in a collaborative, high-performing team environment Hybrid and flexible working options available If you’re a passionate leader ready to make a real difference in the lives of our customers and teams, we’d love to hear from you! For a confidential discussion, please contact Dimitri Maras at Dimitri.Maras@healthcareaustralia.com.au Veterans are encouraged to apply. At HCA, we are committed to embracing diversity and providing a safe, inclusive workplace for all.