NDIS Operations & Service Delivery Lead (Wynnum)

NDIS Operations & Service Delivery Lead Care By Phoenix – Wynnum, Brisbane QLD $95,000 to $120,000 + Super Are you an experienced operational leader who thrives in fast-paced environments, genuinely cares about people, and knows how to keep both staff and participants supported, organised and accountable? At Care By Phoenix, we are a growing NDIS provider passionate about delivering high-quality, person-centred supports across Supported Independent Living (SIL), Community Access, Daily Living and Support Coordination services. As our organisation continues to evolve, we are seeking a motivated and solutions-focused Operations & Service Delivery Lead to join our leadership team and help drive operational excellence across the business. This is a key leadership role within our growing organisation and would suit someone who is confident managing competing priorities, leading teams and driving operational excellence across service delivery. The successful candidate will play an integral role in strengthening organisational systems, supporting compliance and safeguarding practices, improving operational infrastructure and contributing to the ongoing growth and scalability of the business. This role requires a proactive leader who can build strong professional relationships, support continuous improvement initiatives and help implement efficient processes and strategies that allow the organisation to expand sustainably while maintaining high-quality participant outcomes and service standards.. About the Role This position plays a central role in overseeing day-to-day service operations while supporting both participants, frontline staff and key office personnel. Key Responsibilities
- Leading and overseeing operational service delivery across the organisation to ensure services are delivered efficiently, professionally and in line with organisational expectations
- Managing participant, family and stakeholder communication in a responsive, solutions-focused and professional manner
- Supporting, mentoring and providing leadership to office teams and frontline staff to promote accountability, consistency and positive workplace culture
- Assisting with workforce coordination, rostering oversight and the implementation of emerging operational systems and efficiencies
- Monitoring operational performance, service quality, documentation, incident management and compliance requirements in accordance with NDIS Practice Standards and organisational policies
- Supporting and guiding risk management processes, safeguarding practices and compliance reporting obligations, including reportable incidents and operational escalations where required and in a prompt timely manner
- Working collaboratively with Directors and leadership to strengthen organisational infrastructure, operational systems, reporting frameworks and scalable business processes
- Assisting with the development and implementation of operational strategies that support sustainable organisational growth and service expansion
- Preparing operational reports, identifying trends and providing regular updates and recommendations to Directors regarding service delivery, compliance, workforce performance and operational risks
- Managing day-to-day operational troubleshooting, escalations and problem-solving across participants, staffing and service delivery matters
- Ensuring participant supports are delivered safely, effectively and in alignment with NDIS standards, participant goals and organisational expectations
- Contributing to continuous improvement initiatives, system development and operational efficiencies across the business to support long-term growth and organisational stability About You We are looking for someone who is:
- Highly organised with strong time management skills
- Confident leading teams and managing operational workflows
- Professional, calm and solutions-focused under pressure
- A strong communicator with excellent interpersonal skills
- Passionate about participant outcomes and quality service delivery
- Experienced within the disability, community services or healthcare sector
- Able to balance compassion with accountability
- Balancing and implementing current business models with clear boundaries
- Motivated, proactive and capable of working independently as well as within a small office team
- Experienced with NDIS compliance and operational expectations
- Comfortable managing multiple priorities in a fast-paced environment Essential Requirements
- Experience in disability services, community services or healthcare operations
- Current Driver’s Licence
- NDIS Worker Screening Clearance
- Current Blue Card
- Current First Aid
- Strong computer and administrative skills
- Experience with rostering systems and operational coordination highly regarded Why Join Care By Phoenix? At Care By Phoenix, we pride ourselves on building a supportive and values-driven workplace culture where both participants and staff matter. We offer
- A supportive small-scale leadership team
- A growing and evolving organisation
- The prospect to genuinely make an impact
- A dynamic and varied role
- Career growth opportunities
- A positive team culture focused on accountability, compassion and high-quality care Salary will be negotiated based on experience, skills and the value the successful candidate can bring to the organisation. We are seeking a strong operational leader who can contribute meaningfully to the continued growth, structure and long-term success of the business. For the right person, there is genuine opportunity to step into a highly influential leadership role that supports Directors in strengthening operations, improving systems and driving sustainable organisational growth. If you are looking for a meaningful leadership opportunity within a passionate and growing organisation, we would love to hear from you. Interested applicants are encouraged to submit a current resume along with a detailed cover letter outlining their relevant experience, leadership background and suitability for the role. Applications are to be forwarded directly to: Please note: Only applicants who provide both a resume and detailed cover letter addressing their suitability for the position will be considered. Apply on Kit Job: kitjobau.com/job/3r11l6