Community Partnerships Operations Manager

Team Leadership & Performance

• Lead a high-performing team: Manage, coach, and mentor Service Coordinators and Service Provider Specialists to meet individual and collective performance targets (KPIs).
• Foster a strong culture: Build an environment of accountability, continuous learning, and customer focus.
• Manage team performance: Conduct regular reviews, provide feedback, and plan for future team expansion aligned with business growth.

Operational Excellence & Process Improvement

• Create quality Coordinator Engagement: Build rapport and strong partnerships with coordinators to make joining HomeMade a seamless experience.
• Drive cross-functional synergy: Identify and improve ways of working with other departments to ensure smooth handovers and consistent messaging to Coordinators and their clients.
• Optimise workflows: Continuously review, enhance, and streamline Community Coordinator engagement processes to improve efficiency, meet customer expectations, and ensure provider obligations are met.
• Ensure seamless service: Manage Community Coordinator inbound communication channels including phone and emails to provide timely responses within SLA. 
• Advocate for improvement: Use data and Community Coordinator feedback to identify trends and propose process and service improvements to the wider business.

Quality & Compliance

• Monitor and coach quality: Conduct call and communication quality assurance audits to evaluate the coordinator experience and provide real-time coaching and support to team members
• Ensure compliance: Work with the HomeMade leadership team to ensure all processes align with business guidelines and Aged Care Quality Standards.

Skills, Knowledge, and Experience

• 3+ years of proven leadership and coaching experience managing a team or contact centre teams (ideally in aged care, health, or community services).
• Demonstrated experience in community partnerships, service delivery, or relationship management within aged care, healthcare, or a related sector.
• Proven ability to lead and support teams to deliver high-quality, compliant, and customer-focused outcomes.
• Strong relationship management skills, with excellent interpersonal and communication skills, enabling the ability to build and maintain trusted partnerships, influence stakeholders, and foster trust.
• Skilled in interpreting data and feedback to assess performance, identify trends, use insights to drive action and implement targeted improvement actions. 
• Strong understanding of operational process improvement and customer service best practices.
• Track record of working cross-functionally to deliver seamless experiences for coordinators and customers. 
• Excellent skills in managing complex escalations and resolving issues effectively.
• Excellent written and verbal communication skills, with the ability to engage confidently and professionally across all levels of stakeholders.
• Highly organised and self-driven, capable of managing competing priorities and balancing strategic and operational responsibilities.
• Collaborative and proactive mindset with the ability to influence, problem-solve, and lead through change.
• Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards.
• Scale-up know how (Highly Regarded): Experience in a high-growth or fast-paced environment where strategic thinking was balanced with hands-on execution.