Director Customer Experience

We’re hiring a Director of Customer Experience (SaaS) 🗓️ Full-time | Permanent 📍 Location: Melbourne 🏡 Hybrid working: 2 days in office, 3 days WFH 💰 Competitive salary package + company stock (RSUs) 👋 Meet AlayaCare! We’re a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond. Our platform helps care providers deliver exceptional service in homes, communities, and residential settings. We’re big on Tech with Purpose and passionate about improving lives while building strong software, strong teams and better outcomes for customers. The Role We’re looking for an experienced customer experience leader who brings strategic clarity, calm leadership and a bias for action to the table. 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. 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. Your days will involve: • Leading, coaching and motivating a Support team across four functional streams, creating clarity around priorities, operating rhythms, accountability and team health. • 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. • Stabilising the team, increasing engagement and strengthening retention through clear expectations, consistent communication and thoughtful change leadership. • Managing, coaching and mentoring junior managers, building leadership capability and supporting their growth. • Owning customer escalations through to resolution, building trusted stakeholder relationships and communicating clearly during high-severity or critical incidents. • Driving performance against customer and operational outcomes including SLA adherence, CSAT, resolution times and wait times. • Evolving policies, processes and service design to reduce friction, increase agent autonomy and create a more proactive customer experience. • Using quantitative and qualitative data to identify customer trends, prioritise improvements and measure the impact of change. • Partnering with Customer Success, Product, Engineering and other global stakeholders to deliver sustainable outcomes for customers and the Support team. You’ll thrive in this role if you: • Bring 7+ years’ experience leading customer-facing teams in a SaaS business, including at least 2 years’ experience in a Director-level role. • Have a proven track record of leading a Support organisation across multiple functional streams while meeting and exceeding SLAs. • Have managed, coached and mentored junior managers and high-caliber teams. • Have experience stabilising teams, increasing engagement and improving retention in a changing environment. • Can set strategy and lead transformation initiatives involving AI, automation, self-service or other technology-enabled changes to customer support. • Are comfortable owning complex customer escalations and influencing stakeholders to achieve timely, sustainable resolutions. • Are an excellent communicator who can build trust, give clear feedback and navigate challenging conversations with customers and team members. • Use data and sound judgement to make decisions, prioritise competing demands and connect day-to-day execution to broader business outcomes. • Are willing to roll up your sleeves during critical incidents while keeping a long-term, future-focused perspective. • Have relevant tertiary qualifications in IT, Health, Business or a related field, or equivalent practical experience. Bonus points if you: • Have knowledge of the aged or disability care sector. • Have previous experience with AlayaCare, Procura or a similar care technology product. • Have experience leading teams across multiple regions or time zones. We believe great work should be rewarded. Here’s how we show our appreciation: 🏡 Choose your own 2 days/week in office, 3 days WFH 🚲 End-of-trip facilities in our brand new office located in Melbourne CBD 💰 Competitive salary + company stock (RSUs) 🧘 5 Wellness days per year 💳 $1,000/year flexible benefits package 👶 22 weeks company-paid parental leave 🧡 2 days company-paid volunteer leave to support causes you care about 🍕 Team lunches, events & wellness activities 🤝 A genuinely open, inclusive, and collaborative culture 💡 A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space Belonging matters. 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. Need adjustments to participate in the recruitment process? We’ve got you. Just reach out to our HR team: people-anz@alayacare.com. We do not accept unsolicited CVs from Recruitment Agencies.