Are you a highly organised operations professional who thrives on keeping complex processes on track? Do you possess a sharp eye for compliance, excellent judgment, and the confidence to hold teams accountable?

About Us

At Exceptional Care For You , our promise is entirely in our name. Founded by our Director, Di Geddes—a Registered Nurse with 40 years of deep passion and experience across private, public, aged care, and disability sectors—we believe that outstanding support goes far beyond basic service delivery. For us, care is a calling. We are dedicated to creating meaningful connections that leave a lasting, joyful impact on the lives of older Australians and NDIS participants across Melbourne.

We pride ourselves on consistently surpassing expectations by providing expert, tailored, and nurse‑led in‑home care that empowers our clients to experience the true joy of independent living. As a rapidly growing, founder‑led business, everything we do is anchored in the core values that define our DNA: Compassion, Excellence, Teamwork, Tolerance, and Commitment . We treat every client like a person, not a task, and work closely with their families and healthcare teams to ensure their days are filled with genuine support and smiles.

The Role

We are seeking a Customer Care Manager to serve as the operational gatekeeper and central organiser of our day‑to‑day care delivery. This is a senior‑operational role designed for a process‑driven leader who loves creating order, building high‑performing teams, solving problems before they accelerate, and ensuring exceptional service quality. As the Customer Care Manager, you won’t just be sitting behind a desk doing catch‑all admin work. Instead, you will sit at the centre of our operations—liaising across care, compliance, and administration to keep the business running smoothly and compliantly.

Key Responsibilities Include:

Team Performance & Hiring: Lead the recruitment, hiring, and onboarding pipeline for care, nursing, and support staff. Drive daily team performance, conduct reviews, and proactively manage team competency and behavioural alignment.





Roster Oversight: Oversee the scheduling and rostering process to ensure efficient, compliant shift allocations that match participant needs and worker availability, rapidly resolving any scheduling gaps.

Service Oversight: Act as the final check on client‑related operational processes, monitoring care delivery and managing onboarding workflows in Alayacare.

Compliance Safeguarding: Oversee checklist‑based compliance, tracking worker screenings, registrations (AHPRA), annual training updates, and clean offboarding processes.

Stakeholder Relations: Serve as the primary point of contact and escalation for all customer, family, and stakeholder relationship management. Take full ownership of swift, fair, and documented resolutions to complaints, and a proactive approach to establishing and maintaining positive relationships.

Team Coordination: Keep internal teams accountable, verify task completions from admin and quality staff, and conduct regular clinical and staff meetings without absorbing the day‑to‑day admin tasks yourself.

About You & Your Experience

To succeed in this role, you need to love structure, speed, and boundaries. We are looking for someone who has:

Founder‑Led & Scaling Experience: You have a proven track record working within a scaling, founder‑led business. You understand the unique dynamics, passion, and adaptability required to help a founder transition day‑to‑day operations into structured, repeatable processes.

Performance Leadership: A natural leader who is comfortable setting transparent expectations, managing team performance, and holding people accountable to processes and timelines.

Highly Organised Systems Focus:



A master of checklists and workload management who can protect the business from operational blind spots.

Detail‑Oriented Mindset: Someone who notices the gaps in handovers or systems before they become problems.

A Skilled Communicator: Calm under pressure when managing stakeholder concerns or complex team dynamics.

Aged Care, NDIS or other social services sector will be highly regarded but is not essential. If you are from outside of the industry but think you fit the brief – tell us why in your application video!

How to Apply (Our Critical First Step)

We value clear communication, personality, and structured thinking above a standard cover letter. To apply, please submit your resume alongside a short video (5 minutes) .

In your video, please introduce yourself and cover the following:

Why your experience in a scaling, founder‑led environment makes you the perfect fit for this specific Customer Care Manager role.

How does your experience align with the other key requirements of this role?

Answer this question: "In founder‑led companies, growth can sometimes be slowed by decision bottlenecks at the top. Can you share an example of how you’ve worked collaboratively with a founder to address such bottlenecks while maintaining trust and alignment?"

Note on Applications: Applications without the required 5‑minute video response will not be considered. We look forward to meeting you virtually!

Your application will include the following questions:

- Which of the following statements best describes your right to work in Australia?
- How many years' experience do you have as a Customer Care Manager?
- How many years' experience do you have in an Aged Care Role?
- Do you have customer service experience?
- Have you worked in a role where you had team and or line management responsibility?
- Do you have lead generation experience?
- Do you have a current Police Check (National Police Certificate) for employment?
- Which of the following statements best describes your Covid‑19 vaccination status?

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📌 Customer Care Manager (Melbourne)
🏢 @
📍 Melbourne