Director Customer Experience

Bring 7+ years’ experience leading customer-facing teams in a SaaS business, including at least 2 years’ experience in a Director -level role.

Have a proven track record of leading a Support organisation across multiple functional streams while meeting and exceeding SLAs.

Have managed, coached and mentored junior managers and high- caliber teams.

Have experience stabilising teams, increasing engagement and improving retention in a changing environment.

Can set strategy and lead transformation initiatives involving AI, automation, self-service or other technology-enabled changes to customer support.

Are comfortable owning complex customer escalations and influencing stakeholders to achieve timely , sustainable resolutions.

Are an excellent communicator who can build trust, give clear feedback and navigate challenging conversations with customers and team members.

Use data and sound judgement to make decisions, prioritise competing demands and connect day-to-day execution to broader business outcomes.

Are willing to roll up your sleeves during critical incidents while keeping a long-term, future-focused perspective.

Have relevant tertiary qualifications in IT, Health, Business or a related field, or equivalent practical experience.

Have knowledge of the aged or disability care sector.

Have previous experience with AlayaCare, Procura or a similar care technology product.

Have experience leading teams across multiple regions or time zones.

Here’s how we show our appreciation:

🏡 Choose your own 2 days/week in office, 3 days WFH 🚲 End-of-trip facilities in our brand new office located in Melbourne CBD 💰 Competitive salary + company stock (RSUs) 🧘 5 Wellness days per year 💳 $1,000/year flexible benefits package 👶 22 weeks company-paid parental leave 🧡 2 days company-paid volunteer leave to support causes you care about 🍕 Team lunches, events & wellness activities 🤝 A genuinely open, inclusive, and collaborative culture 💡 A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space

We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion and accessibility aren’t just buzzwords here - they’re woven into everything we do.

We’ve got you. Just reach out to our HR team: people-anz@alayacare.com.

We do not accept unsolicited CVs from Recruitment Agencies.