Head of Customer Engagement Platforms

Head of Customer Engagement Platforms

At Opal HealthCare, our purpose is simple: bringing joy to those we care for. As one of Australia's leading aged care providers, we support thousands of residents and families across the country.

We are seeking a strategic and commercially minded Head of Customer Engagement Platforms to lead the technology platforms that power our customer, admissions and resident engagement experience.

Reporting to the Chief Improvement Officer, you will lead the strategy, roadmap and delivery of Opal's customer technology ecosystem, including Salesforce CRM, marketing technologies, website integrations and emerging AI capabilities.

The Opportunity

You will own the vision and roadmap for customer engagement technologies across the resident journey, from enquiry through admissions, onboarding and ongoing engagement. Working closely with Admissions, Customer Service, Communications, Digital Marketing, Operations and ICT, you will ensure technology investments deliver measurable outcomes for residents, families and team members.

Key Responsibilities

Lead Salesforce Engineering & Delivery

• Lead, mentor and develop a high-performing team of Salesforce developers, business analysts and administrators.
• Establish engineering standards, development practices and technical governance.
• Foster a culture of quality, accountability, continuous improvement and customer focus.

Own Salesforce DevOps & SDLC

• Lead the end-to-end Salesforce Software Development Lifecycle (SDLC), including demand management, solution design, development, testing, deployment, releases and support.
• Define and enforce DevOps practices including source control, branching, automated testing, CI/CD and environment management.
• Ensure all platform changes follow controlled, auditable deployment processes.
• Implement quality assurance frameworks covering code reviews, testing and release readiness.
• Drive improvements in delivery performance, platform stability and solution quality.

Lead Platform Strategy & Architecture

• Define and maintain the roadmap for Salesforce Sales Cloud, Service Cloud, Experience Cloud, marketing technologies and customer engagement platforms.
• Ensure architecture is scalable, secure and aligned with enterprise architecture, cyber security and data governance standards.
• Manage technical debt, upgrades, licensing optimisation and platform sustainability.
• Lead architectural decisions for integrations, automation and emerging Salesforce capabilities.

Deliver Business Outcomes

• Accountable for successful delivery of Salesforce initiatives from concept to adoption and benefits realisation.
• Oversee business analysis, solution design, development, testing, change management and operational transition.
• Ensure investments improve occupancy growth, resident and family experience, team productivity and operational effectiveness.
• Partner across Admissions, Customer Engagement, Communications, Operations, ICT and Data teams to prioritise outcomes.

Governance, Risk & Reliability

• Establish governance frameworks for performance, availability, security, compliance and support.
• Ensure compliance with privacy, cyber security and information governance requirements.
• Manage platform health, technical risk, disaster recovery and service continuity.
• Monitor platform performance and adoption through KPIs and reporting.

AI, Automation & Innovation

• Identify and implement AI, automation and intelligent customer engagement opportunities.
• Evaluate and adopt emerging technologies and digital engagement solutions.
• Partner with Data and Automation teams to deliver scalable solutions that improve experiences, efficiency and time to care.

Highly Regarded

• Salesforce certifications.
• Experience with Salesforce Experience Cloud.
• Salesforce Einstein and AI capability experience.
• Integration platform experience, including Boomi.
• Experience within aged care, healthcare or another highly regulated industry.

Why Join Opal HealthCare?

At Opal, you'll have the opportunity to:

• Lead a strategically important technology portfolio.
• Influence customer, resident and family experience at scale.
• Work with modern Salesforce and AI technologies.
• Partner directly with senior business leaders.
• Drive meaningful innovation in one of Australia's most important sectors.
• Be part of an organisation committed to Compassion, Accountability, Respect and Excellence.

Our Commitment

At Opal HealthCare, our residents are not living in our workplace. We are working in their home. Every decision we make is guided by our commitment to safe, high-quality, person-centred care and exceptional resident experiences.

Ready to help shape the future of customer engagement at Opal HealthCare?

We'd love to hear from you. Apply now.