Associate Director, Customer Support

Deakin partnership; Geelong; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid work available

Geelong/Melbourne campuses

5 year fixed-term

17% Superannuation

Job summary

Deakin University is seeking an Associate Director, Customer Support to lead strategy and delivery across customer-facing services at our Geelong and Melbourne campuses. The role offers hybrid working arrangements and a 5-year fixed-term contract.

You will partner with senior leaders to translate priorities into practical service models, strengthen channels and knowledge management, and build high-performing teams focused on sustainable, customer-centric outcomes.

Qualifications

• Specialist expertise and professional credibility, supported by relevant qualifications or equivalent experience.
• Demonstrated experience leading a portfolio, function or discipline.
• Strong ability to influence senior stakeholders and provide strategic advice.

Responsibilities

• Shape the future of Customer Support – translate University priorities into practical frameworks and services.
• Drive service improvement by strengthening processes, channels, knowledge management and self-service capabilities.
• Influence at a senior level and provide trusted advice on complex operational matters.
• Lead through expertise and influence – build capability and foster accountability, collaboration and continuous learning.
• Connect people and priorities – work across boundaries to align priorities and achieve shared outcomes.
• Turn strategy into action – contribute specialist expertise to strategic initiatives and broader programs.

Job description

Job no: 588908
Work type: Full-time
Location: Flexible, Geelong - City, Melbourne - Burwood
Categories: Management, Customer Service

• Based at either our Melbourne Burwood or Geelong Waterfront Campus with hybrid work available
• Fulltime and fixed-term for 5 years
• Attractive remuneration package including 17% Superannuation

About the role

Are you a strategic customer support leader who thrives on solving complex challenges, influencing change and turning strategy into meaningful action?

This is an opportunity to step into a senior leadership role and shape the future of Customer Support at Deakin. As Associate Director, Customer Support, you’ll provide specialist leadership across the function, driving the ongoing evolution of customer-facing support models, service channels, knowledge management and self‑service capabilities.

Working with a high degree of autonomy, you’ll bring sound judgement, strategic insight and a practical mindset to complex and sometimes ambiguous challenges. You’ll partner with senior leaders and stakeholders across the University to align priorities, resolve issues and deliver coordinated, high‑quality outcomes.

What you’ll do:

• Shape the future of Customer Support – translate University priorities into practical frameworks, approaches and services that deliver consistent, effective customer outcomes.
• Drive service improvement – identify opportunities to strengthen processes, systems, service channels, knowledge management and self‑service capabilities.
• Influence at a senior level – provide trusted advice on complex operational and strategic matters and help shape decisions and direction.
• Lead through expertise and influence – build capability, strengthen professional practice and foster a culture of accountability, collaboration and continuous learning.
• Connect people and priorities – work across organisational boundaries to build strong relationships, resolve complex issues and achieve shared outcomes.
• Turn strategy into action – contribute specialist expertise to strategic initiatives and broader programs of work, balancing long‑term direction with practical implementation.

About you

You’re a recognised customer support or service professional with the strategic perspective and leadership capability to operate effectively in a complex organisation.

You bring:

• Specialist expertise and professional credibility, supported by relevant qualifications or equivalent experience.
• Demonstrated experience leading a portfolio, function or discipline.
• A strong track record of influencing senior stakeholders and providing advice on complex and sensitive matters.
• Experience shaping professional practice, frameworks, systems or service methodologies.
• The ability to develop people and build high‑performing, inclusive teams through influence and leadership.
• Strong analytical and conceptual thinking, with the confidence to navigate ambiguity and find practical solutions.
• The ability to connect strategic priorities with sustainable, meaningful outcomes.

For a copy of the position description, please see below:

For a confidential discussion regarding this role, please contact Erin Colegate - Executive Director, Customer Experience via [e-mail]

Applications close 11.55pm on Sunday, 6 September 2026

This opportunity is open to current Deakin continuing, fixed‑term and casual staff members only.

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.

Pre-employment safety and suitability checks: In accordance with the National Higher Education Code to Prevent and Respond to Gender‑based Violence, appointment to this role is subject to successful completion of relevant pre‑employment checks, including Working With Children Checks and candidate gender‑based violence declarations.

Candidates may be asked to declare whether they have been investigated for an allegation of Gender‑based Violence, or determined to have engaged in conduct that constitutes Gender‑based Violence during the course of their previous employment, or otherwise in a legal process. A declaration is not required from individuals who have experienced gender‑based violence. A ‘Yes’ response does not automatically exclude a candidate from employment, and any information provided will be treated confidentially and considered only for relevance to the role and the University’s safety obligations.