Community Partnerships Operations Manager

HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care We believe in technology as an enabler We’re driven by helping customers attain better outcomes This position is part of the HomeMade team. About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self‑manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit About the role As Community Partnerships Care Manager at HomeMade, you’ll play a strategic and hands‑on leadership role, driving the growth and impact of our community partnerships network. You’ll lead a dedicated team focused on delivering exceptional care, education, and support to Coordinators and their customers, while championing continuous improvement initiatives that strengthen HomeMade’s community reach. Partnering closely with the Community Partnerships Senior Manager and other stakeholders, you’ll use data‑driven insights, customer advocacy, and strong leadership to refine processes, enhance policies, and elevate the overall coordinator experience. In this role, you’ll ensure HomeMade consistently delivers high‑quality, compliant, and customer‑focused outcomes all aligned with our mission, values, and commitment to making a meaningful difference in people’s lives. Key Responsibilities Team Leadership & Performance Lead a high‑performing team: Manage, coach, and mentor Service Coordinators and Service Provider Specialists to meet individual and collective performance targets (KPIs). Foster a strong culture: Build an environment of accountability, continuous learning, and customer focus. Manage team performance: Conduct regular reviews, provide feedback, and plan for future team expansion aligned with business growth. Operational Excellence & Process Improvement Create quality Coordinator Engagement: Build rapport and strong partnerships with coordinators to make joining HomeMade a seamless experience. Drive cross‑functional synergy: Identify and improve ways of working with other departments to ensure smooth handovers and consistent messaging to Coordinators and their clients. Optimise workflows: Continuously review, enhance, and streamline Community Coordinator engagement processes to improve efficiency, meet customer expectations, and ensure provider obligations are met. Ensure seamless service: Manage Community Coordinator inbound communication channels including phone and emails to provide timely responses within SLA. Advocate for improvement: Use data and Community Coordinator feedback to identify trends and propose process and service improvements to the wider business. Quality & Compliance Monitor and coach quality: Conduct call and communication quality assurance audits to evaluate the coordinator experience and provide real‑time coaching and support to team members. Ensure compliance: Work with the HomeMade leadership team to ensure all processes align with business guidelines and Aged Care Quality Standards. Skills, Knowledge, and Experience 3+ years of proven leadership and coaching experience managing a team or contact centre teams (ideally in aged care, health, or community services). Demonstrated experience in community partnerships, service delivery, or relationship management within aged care, healthcare, or a related sector. Proven ability to lead and support teams to deliver high‑quality, compliant, and customer‑focused outcomes. Strong relationship management skills, with excellent interpersonal and communication skills, enabling the ability to build and maintain trusted partnerships, influence stakeholders, and foster trust. Skilled in interpreting data and feedback to assess performance, identify trends, use insights to drive action and implement targeted improvement actions. Strong understanding of operational process improvement and customer service best practices. Track record of working cross‑functionally to deliver seamless experiences for coordinators and customers. Excellent skills in managing complex escalations and resolving issues effectively. Excellent written and verbal communication skills, with the ability to engage confidently and professionally across all levels of stakeholders. Highly organised and self‑driven, capable of managing competing priorities and balancing strategic and operational responsibilities. Collaborative and proactive mindset with the ability to influence, problem‑solve, and lead through change. Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards. Scale‑up know how (Highly Regarded): Experience in a high‑growth or fast‑paced environment where strategic thinking was balanced with hands‑on execution. The values we live by Put People First