Regional Senior Manager Client Experience

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

Job summary

Nextt Group Pty Ltd is seeking a Regional Senior Manager of Client Experience to lead disability service operations across Sydney, Newcastle and Queensland. You’ll translate strategy into regional plans, build leaders and drive outstanding client and employee outcomes.

You’ll manage budgets, labour costs and service quality while expanding services, strengthening stakeholder relationships and ensuring compliance with NDIS standards.

Qualifications

• Five years’ experience leading multi-site human service operations.
• Experience leading leaders, coaching managers and building high-performing teams.
• Strong commercial acumen including budget management and KPI-driven decision-making.
• Ability to manage complex workforce matters and organisational change.
• Strong analytical, planning and communication skills.

Responsibilities

• Translate organisational strategy into regional business plans and ensure consistent service delivery.
• Lead, coach and develop Client Experience Managers to build accountability and capability.
• Champion person-centred practice and monitor client satisfaction to drive improvements.
• Oversee regional budgets, revenue, labour costs and productivity for sustainable growth.
• Collaborate across functions to grow services and improve conversion and commencements.
• Promote safety, safeguarding, and alignment with NDIS standards.

Skills

Multi-site leadership

Budget management

KPI-driven decisions

Stakeholder relations

Change management

Education

Bachelor's degree or equivalent

Diploma/degree in Management/Disability/Health/Business

Job description

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.
Reporting to the General Manager Client Experience, you’ll lead a geographically dispersed portfolio through a team of Client Experience Managers, balancing strategic leadership with operational oversight to deliver outstanding client, employee and business outcomes.

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.

You’ll work collaboratively with teams across People & Culture, Finance, Quality & Safeguards, Learning & Development, Business Development, Client Services and other key functions to deliver a consistent, high-quality experience for clients and employees.

About you

You’re a confident and commercially astute operational leader who understands how to balance people, performance and purpose. You can see the bigger picture while maintaining a clear focus on operational execution, measurable results and the quality of services delivered.

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.

You’ll have the opportunity to:

• 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

Ready to make a difference?

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

Confidential enquiries:

Christina Katopodis – Recruitment Partner
E: @nextt.com.au

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.

At Nextt, we are passionate about delivering person-centred support. As a leading Disability Services provider throughout QLD, NSW, VIC, and SA, we believe everyone deserves to get more out of life and are passionate about understanding our clients and