Regional Senior Manager Client Experience

Nextt; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Nextt seeks a Regional Senior Manager of Client Experience to lead disability service operations across Sydney, Newcastle and Queensland from our Sydney base. You will translate strategy into regional action, develop leaders and drive sustainable growth while keeping exceptional client outcomes at the heart of every decision.

You will coach Client Experience Managers, manage budgets and performance metrics, champion person-centred practice, and collaborate with recruitment, scheduling and other

Qualifications

• Experience leading multi-site human service operations (min 5 years).
• Experience leading leaders, coaching managers and building high-performing teams.
• Strong commercial acumen, including budget management and KPI-driven decisions.
• Ability to manage complex workforce matters, organizational change and competing priorities.
• Strong analytical, planning and problem-solving skills with data-to-action capability.
• Highly developed communication and stakeholder relationship skills.
• Relevant qualifications in management, disability, health or business are desirable.
• Experience across community participation, in-home supports, SIL or allied health environments is advantageous.

Responsibilities

• Translate organisational strategy into actionable regional business plans and service delivery across Sydney, Newcastle and Queensland.
• Lead, coach and develop Client Experience Managers to build accountability and future leaders.
• Champion person-centred practice, monitor client satisfaction and strengthen stakeholder relationships.
• Oversee regional budgets, revenue, labour costs, utilisation, productivity and margins; identify efficiency opportunities.
• Drive business development to improve conversion and service commencements and maximise regional utilisation.
• Promote safeguarding and compliance with NDIS standards and codes of conduct.
• Partner with Recruitment and Scheduling to align workforce capacity with demand.
• Lead continuous improvement initiatives to enhance client outcomes and operational efficiency.

Skills

Multi-site leadership

People leadership

Commercial acuity

Budgeting

Workforce planning

Data-driven decisions

Stakeholder management

Education

Diploma/Degree in Management, Disability, Health or Business

Tertiary qualification in Human Services, Business, Health, Social Sciences or Leadership

Job description

Regional Senior Manager Client Experience

Lead with purpose. Empower leaders. Create exceptional client experiences.

At Nextt, our purpose is to help people Get More Out of Life. As one of the leading NDIS providers in Australia, we're committed to delivering high-quality, person-centred disability supports that empower people to achieve their goals, exercise choice and control, and live life on their own terms.

We're seeking an experienced Regional Senior Manager of Client Experience to lead our disability service operations across Sydney, Newcastle and Queensland.
This is an exciting opportunity for a commercially minded, people-focused leader who can translate strategy into action, develop high-performing leaders and drive sustainable operational growth while keeping exceptional client outcomes at the heart of every decision.

About the role

Your responsibilities will include:

• Solutions focused and operational leadership: Translate organisational strategy into actionable regional business plans, measurable priorities and consistent service delivery across Sydney, Newcastle and Queensland.
• Leadership and team development: Lead, coach and develop Client Experience Managers, building accountability, capability, engagement and a strong pipeline of future leaders.
• Exceptional client experience: Champion person-centred practice, monitor client satisfaction, strengthen stakeholder relationships and ensure feedback and complaints drive meaningful improvements. Strive for exceptional service whilst ensuring client service continuity.
• Commercial and financial performance: Oversee regional budgets, revenue, labour costs, utilisation, productivity and margins, identifying opportunities to improve efficiency and support sustainable growth.
• Business development and growth: Champion collaboration to strengthen improve conversion and service commencement rates, maximise utilisation and identify opportunities to expand services across the region.
• Quality, safeguarding and compliance: Promote a proactive culture of safety and safeguarding, ensuring services align with NDIS Practice Standards, the NDIS Code of Conduct, legislation and organisational requirements.
• Workforce planning: Partner with Recruitment, Scheduling and other corporate functions to align workforce capacity, capability and resourcing with client demand.
• Continuous improvement: Lead initiatives that enhance client outcomes, employee experience, operational efficiency, systems and processes.

About you

You'll bring:

• At least five years' experience leading multi-site human service operations, ideally within a complex, geographically dispersed environment.
• Demonstrated experience leading leaders, coaching managers and building high-performing, accountable teams.
• Strong commercial acumen, including operational budget management, financial performance improvement and KPI-driven decision-making.
• A proven ability to manage complex workforce matters, organisational change and competing operational priorities.
• Strong analytical, planning and problem-solving skills, with the ability to translate performance data into practical improvement initiatives.
• Highly developed communication, influencing and stakeholder relationship skills.
• A relevant tertiary qualification in Human Services, Business, Health, Social Sciences or Leadership, or equivalent operational leadership experience, is required. A Diploma or Degree in Management, Disability, Health or Business, or a leadership qualification, will be highly regarded.
• Experience across community participation, in-home supports, Supported Independent Living (SIL) or allied health environments would also be advantageous.

Why join Nextt?

At Nextt, the work we do has a meaningful impact on people's lives. This role offers the opportunity to combine strategic leadership with purpose-driven service delivery, making a difference for clients, families and the teams who support them.

• Make a meaningful impact: Influence the quality of disability supports and the experiences of people accessing our services.
• Lead and develop leaders: Build the capability of managers and teams across a diverse regional portfolio.
• Drive meaningful change: Shape operational performance, continuous improvement and sustainable growth.
• Work collaboratively: Partner with leaders and specialist teams across the organisation to achieve shared outcomes.
• Help shape the future: Contribute to the broader operational strategy and ongoing development of Nextt's Client Experience function.

Location and requirements

• Location: Sydney, base office Darlinghurst, with regional travel as required.
• A current driver's licence
• Full Australian working rights
• NDIS Worker Screening Check
• Working with Children Check

*Applications close 13 November 2026 and candidate screening will commence as applications are received*

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.