Director of Service Operations - Contact Centres

About the role

In this role, you will be a strategic leader within the Customer Experience team, working to achieve strong operational performance outcomes for the Customer Service Centre. You will be accountable for operational and financial performance targets, effective workforce planning and ensuring contractual requirements are met.

You will lead a geographically dispersed team to ensure business outcomes are achieved in accordance with corporate objectives. Through effective coaching and performance management, you will empower your team to deliver high quality customer service outcomes to all stakeholders. You will provide clear oversight and direction to build a high performing and engaged team.

You will be relied on to develop strong and honest relationships with high profile stakeholders. For more information about the role, click View Position Description button below. Staff with experience in operations management and leading a geographically dispersed team through significant change are encouraged to apply.

Travel between sites is required. Please note, this is a temporary opportunity that may be offered as a temporary transfer at level or Higher Duties Allowance for a period up to 12 months . Only eligible ongoing DHA employees may apply. How to apply To apply, click the Apply Now button below with your current resume and a 200-word pitch, describing your relevant experience, skills and attributes you would bring to the role.

Any questions? Please contact Meagan Jaunutis, Head of Customer Experience T: (08) 8245 7807 E: Meagan.jaunutis@dha.gov.au Inclusion and Diversity DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex-defence members, mature aged employees and carers.

Reasonable Adjustments A request for reasonable adjustments can be made upon request at any point in the recruitment process. Please Note: to be considered for this role you must be an ongoing substantive EL1 or EL2 Adelaide, Newcastle or Townsville based employee. Applications close 11:55pm AEST Thursday 15 October 2026