Job Description
We're hiring a Director of Customer Experience (SaaS)
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Full-time | Permanent
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Location: Melbourne
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Hybrid working: 2 days in office, 3 days WFH
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Competitive salary package + company stock (RSUs)
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Meet AlayaCare!
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We're a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond.
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Our platform helps care providers deliver exceptional service in homes, communities, and residential settings.
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We're big on Tech with Purpose and passionate about improving lives while building strong software, strong teams and better outcomes for customers.
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The Role
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We're looking for an experienced customer experience leader who brings strategic clarity, calm leadership and a bias for action to the table.
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Reporting to the VP Customer Operations, you'll 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.
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You'll also set the future Support strategy and transformation roadmap, including how we responsibly adopt AI, automation and self‐service to support more customers without simply adding headcount. This is not a BAU leadership role - you'll help define the future operating model for a growing global SaaS business.
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Your days will involve:
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Leading, coaching and motivating a Support team across four functional streams, creating clarity around priorities, operating rhythms, accountability and team health.
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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.
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Stabilising the team, increasing engagement and strengthening retention through clear expectations,



consistent communication and thoughtful change leadership.
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Managing, coaching and mentoring junior managers, building leadership capability and supporting their growth.
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Owning customer escalations through to resolution, building trusted stakeholder relationships and communicating clearly during high‐severity or critical incidents.
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Driving performance against customer and operational outcomes including SLA adherence, CSAT, resolution times and wait times.
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Evolving policies, processes and service design to reduce friction, increase agent autonomy and create a more proactive customer experience.
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Using quantitative and qualitative data to identify customer trends, prioritise improvements and measure the impact of change.
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Partnering with Customer Success, Product, Engineering and other global stakeholders to deliver sustainable outcomes for customers and the Support team.
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You'll thrive in this role if you:
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Bring 7+ years' experience leading customer-facing teams in a SaaS business, including at least 2 years' experience in a Director-level role.
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Have a proven track record of leading a Support organisation across multiple functional streams while meeting and exceeding SLAs.
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Have managed, coached and mentored junior managers and high-caliber teams.
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Have experience stabilising teams, increasing engagement and improving retention in a changing environment.
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Can set strategy and lead transformation initiatives involving AI, automation, self-service or other technology-enabled changes to customer support.
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Are comfortable owning complex customer escalations and influencing stakeholders to achieve timely,



sustainable resolutions.
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Are an excellent communicator who can build trust, give clear feedback and navigate challenging conversations with customers and team members.
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Use data and sound judgement to make decisions, prioritise competing demands and connect day‐to‐day execution to broader business outcomes.
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Are willing to roll up your sleeves during critical incidents while keeping a long‐term, future‐focused perspective.
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Have relevant tertiary qualifications in IT, Health, Business or a related field, or equivalent practical experience.
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Bonus points if you:
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Have knowledge of the aged or disability care sector.
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Have previous experience with AlayaCare, Procura or a similar care technology product.
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Have experience leading teams across multiple regions or time zones.
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We believe excellent work should be rewarded.
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Here's how we show our appreciation:
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Choose your own 2 days/week in office, 3 days WFH
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End-of-trip facilities in our brand new office located in Melbourne CBD
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Competitive salary + company stock (RSUs)
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5 Wellness days per year
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$1,000/year flexible benefits package
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22 weeks company-paid parental leave
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2 days company-paid volunteer leave to support causes you care about
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Team lunches, events & wellness activities
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A genuinely open, inclusive, and collaborative culture
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A chance to do purposeful work in the fast‐paced tech sector, whilst making real impact in the care space
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Belonging matters.
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We're committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion and accessibility aren't just buzzwords here - they're woven into everything we do.
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Need adjustments to participate in the recruitment process?
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We've got you. Just reach out to our HR team: .
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We do not accept unsolicited CVs from Recruitment Agencies.
#J-*****-Ljbffr

📌 Director Customer Experience (Victoria)
🏢 Alayacare
📍 Victoria