Senior Manager Client Experience

Picture this. You’re stepping into a role where your leadership doesn’t just matter — it changes lives. A role where people look to you for clarity, energy, direction and calm. A role where strong operational thinking meets purpose, and where strategy transforms into meaningful outcomes for real people. You’ve led teams before in disability services and you have the ability to lead, inspire, simplify the complex, and turn challenges into structured, well‑run systems. About Nextt We are passionate about delivering person‑centred support. As a leading NDIS provider throughout QLD, NSW, VIC and SA, we believe everyone deserves to get more out of life and are passionate about understanding our customers and supporting them to achieve their goals. We act with integrity, aim to provide the best service, listen to maximise outcomes, and always strive to continuously improve. The Role As the Senior Manager of Client Experience, you are a key leader within our National Client Experience Team. You bring together operational excellence, workforce planning, people leadership, and a growth mindset to deliver an exceptional client journey across your region. You’ll lead a team of Client Experience Managers, guiding them to deliver high‑quality, person‑centred services from referral through to ongoing support. You’ll balance workforce supply with client demand, build local service density, reduce disruptions and keep the team focused on outcomes, Active Support, quality and continual improvement. You see risk early, respond fast, and create solutions, not fires. What You Will Lead, Influence and Improve Drive market growth – Partner with the Business Development Manager to identify opportunities, expand reach and strengthen local networks. Build a responsive, skilled workforce – Work closely with Scheduling and People & Culture to ensure the right workers are in the right places at the right times. Lead service excellence – Ensure your team deeply understands client needs and can operate confidently in complex environments. Use data to drive decisions – Turn performance trends into actions that improve service, systems, quality and outcomes. Deliver financial sustainability – Take ownership of regional performance and ensure services are both impactful and commercially sound. Strengthen governance and quality – Maintain risk registers, ensure compliance, embed continuous improvement and elevate local practice standards. Who You Are You’re the kind of leader people trust and follow – steady under pressure, strong in communication, thoughtful in decisions, and relentless in your pursuit of better outcomes. You’re skilled in workforce planning, scheduling logic and operational optimisation. You’re energised by coaching others to succeed. You’re comfortable holding high standards and even more comfortable explaining why those standards matter. You turn complexity into clarity. You lead with heart and backbone and know how to build a culture where people thrive. What’s In It For You Hybrid work model – flexibility to balance office presence with working from home Phone allowance – because staying connected is part of the job Competitive Salary – reflective of your expertise and leadership A leadership role with purpose – influence, impact and the chance to shape regional service delivery National support – work alongside a committed senior leadership team Career growth – opportunities to step into broader operational and strategic leadership A values‑driven organisation – principled, collaborative, ambitious and responsive Autonomy and trust – the freedom to innovate and the support to deliver A team that actually cares – about clients, about each other and about doing things right What You Bring Tertiary qualifications in Human Services, Allied Health, Business or Community Services 5+ years in senior operational or service delivery leadership Experience in workforce planning, scheduling or service coordination Working knowledge of NDIS (SIL, Core Supports, SDA, compliance frameworks) Proven ability to manage growth, quality, risk and complex stakeholder environments Experience building partnerships with hospitals, referrers and community networks A commercial mindset, comfortable with financial metrics and sustainability A track record of leading high‑performing, values‑driven teams EEO Statement Workplace diversity is highly valued at The Nextt Group, and we recognize a diverse workforce is beneficial for our employees and our clients. Here at The Nextt Group, we actively encourage and welcome candidates from culturally and linguistically diverse backgrounds, candidates with a disability, members of the LGBTQIA+ community, and First Nations and Torres Strait Islander candidates. #J-18808-Ljbffr