Director Customer Experience

Werehiring a Director of Customer Experience (SaaS)

Full-time Permanent

Location: Melbourne

Hybrid working: 2 days in office 3 days WFH

Competitive salary package company stock (RSUs)

Meet AlayaCare!

Werea fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia Canada the US and beyond.

Our platform helps care providers deliver exceptionalservicein homes communities and residential settings.

Werebig on Tech with Purpose and passionate about improving lives while building strong software strongteamsand better outcomes for customers.

The Role

Were looking for an experienced customer experience leader who brings strategic clarity calm leadership and a bias for action to the table.

Reporting to the VP Customer Operations youll lead our Support team across four functional streams in ANZ. This is a pivotal role for someone who can balance the big picture with hands-on leadership: stabilising the team increasing engagement developing junior managers and stepping in to own critical customer escalations when it matters most.

Youllalso set the future Support strategy and transformation roadmap including how we responsibly adopt AIautomationand self-service to support more customers without simply adding headcount. This is not a BAU leadership role-youllhelp define the future operating model for a growing global SaaS business.

Your days will involve:

• Leading coaching and motivating a Support team across four functional streams creating clarity around priorities operating rhythms accountability and team health.
• Setting the future Support strategy and transformation roadmap translating AI and automation opportunities into practical improvements to the operating model customer journey and employee experience.
• Stabilising the team increasing engagement and strengthening retention through clear expectations consistentcommunicationand thoughtful change leadership.
• Managing coaching and mentoring junior managers building leadership capability and supporting their growth.
• Owning customer escalations through to resolution building trusted stakeholder relationships and communicating clearly during high-severity or critical incidents.
• Driving performance against customer and operational outcomes including SLA adherence CSAT resolution times and wait times.
• Evolving policies processes and service design to reduce friction increase agent autonomy and create a more proactive customer experience.
• Using quantitative and qualitative data to identify customer trendsprioritiseimprovementsand measure the impact of change.
• Partnering with Customer Success Product Engineering and other global stakeholders to deliver sustainable outcomes for customers and the Support team.

Youllthrive in this role if you:

• 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 Supportorganisationacross multiple functional streams while meeting and exceeding SLAs.
• Have managed coached and mentored junior managers and high-caliberteams.
• 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 teammembers.
• 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.

Bonus points if you:

• 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.

We believegreat workshould be rewarded.

Hereshow 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
$1000/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

Belonging matters.

Were committed to building an organisation that reflects the communities we serve. Diversity equity inclusion and accessibility arent just buzzwords here - theyre woven into everything we do.

Needadjustments toparticipatein the recruitment process

Weve got you. Just reach out to our HR team:

We do not accept unsolicited CVs from Recruitment Agencies.