Senior Operations Manager Customer

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia’s leading experts in NDIS Plan Management and Support Coordination.

Are you an experienced leader with a passion for customer excellence and team development? Do you thrive in a dynamic, fast-paced environment where your expertise shapes outcomes and drives strategic growth? If so, we have the perfect role for you!

As the PSS Senior Operations Manager Customer you will lead telephony, live chat, and email support functions for customers, service providers, and support coordinators across Plan and Support Services (PSS). Your focus will be on delivering superior customer service, enhancing operational efficiencies, and embedding a customer-first approach in every decision.

In this role, you’ll lead by example, ensuring every decision aligns with our values:
•    Customer Always: Keep the customer at the heart of all we do.
•    Everyone Matters: Foster inclusivity and respect in every interaction.
•    Better Together: Build collaborative teams that thrive together.
•    Strive for Greatness: Deliver exceptional outcomes and continuous improvement.

What You'll Do:

• Lead Excellence: Manage and optimise Customer Care Teams to deliver exceptional service across telephony, live chat, and email channels.
• Strategise Success: Develop scalable, cost-effective operational models aligned with PSS goals.
• Foster Talent: Coach and guide team leaders and emerging leaders, ensuring consistent delivery of key performance indicators (KPIs).
• Drive Efficiency: Analyse performance metrics, tackle problem areas, and spearhead continuous improvement projects.
• Ensure Compliance: Maintain high standards in policy, procedure, and regulatory adherence, including incident and complaints management.
• Collaborate Broadly: Work with internal teams and external stakeholders like the NDIA and disability service organizations to achieve shared objectives.

What You Bring:

• Leadership Expertise: 5+ years of experience managing contact centre teams, with a proven ability to exceed KPIs and drive service excellence.
• Customer-Centric Approach: Passionate about delivering exceptional service and embedding a customer-first mindset across teams.
• Operational Knowledge: Expertise in workforce planning, performance analysis, and compliance management.
• NDIS Insight: Understanding of the disability sector and the NDIS framework is a plus.
• Claims & Invoicing:  Experience managing the bulk processing of claims and invoices (desirable)
• Innovative Problem-Solver: Skilled in implementing change, improving systems, and driving cultural transformation.

What we can offer you:

• Novated leasing benefits and discounts

• 12 weeks paid parental leave and access to our Parents Portal

• Comprehensive learning and development opportunities to support your career growth

• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations

• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund

• Exempt Employee Share Plan

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected.  We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.