Who are we?

Ageing Australia is the national peak body representing providers across the aged care landscape, including retirement living, seniors housing, residential care, home care, community care, and related services. We advocate for our members, providing expert advice, resources and tailored services to ensure they deliver exceptional care to older Australians.

About the role

The Director of Services plays a critical leadership role in shaping and delivering Ageing Australia’s national member product and service offering. You will lead the design, delivery and commercial delivery of advisory services, resources and support programs, ensuring our members receive high-quality, consistent and responsive support across all jurisdictions.

This role is central to ensuring our services are member-centred, commercially sound, aligned to sector needs, and responsive to emerging challenges and opportunities.

Key responsibilities

In this role, you will be responsible for:

Service strategy and delivery:

• Leading and implementing a national service delivery strategy aligned to organisational priorities
• Overseeing delivery of new and current fee-for-service advisory services, support programs and member resources
• Ensuring consistent service standards and quality across all jurisdictions
• Monitoring service utilisation, feedback and emerging needs

Member support and issue resolution:

• Overseeing responses to member enquiries and complex issues, ensuring timely and high-quality support

• Identifying emerging trends and issues to inform organisational priorities and sector response.

Resource development and knowledge products:

• Overseeing development of practical tools, guides and resources
• Ensuring content is evidence-informed, aligned to policy and regulatory settings and incorporates a pricing model that reflects the true costs of delivery
• Partnering with Policy & Advocacy to ensure accuracy and relevance

Service innovation and growth:

• Designing and evaluating new service offerings that are commercially sound
• Leading pilot programs and co-design initiatives with members
• Supporting development of value-adding and sustainable service models
• Ensuring growth in revenue to support further investment into benefits for our members

Leadership and capability:

• Leading and develop a high-performing services team
• Building capability in advisory delivery, service design and problem solving
• Fostering a collaborative, responsive and member-focused culture
• Creating and managing

About you

To be successful in this role, you will be a strategic and operational leader with a strong track record of delivering high-quality services in complex environments. You will bring:

• Strong experience in service delivery, advisory or program leadership roles
• Demonstrated ability to lead responsive, high-quality services at scale
• Experience developing resources, tools or knowledge products
• Highly developed communication, stakeholder engagement and problem-solving skills
• A track record of building capability within teams and driving continuous improvement
• Experience in aged care, health, social services or a membership-based organisation will be highly regarded.

• Tertiary qualifications in health, social services, business, education or a related field
• 7–10+ years’ experience in service operations, advisory services or similar roles
• Experience in NFP or peak body environments is desirable

What we offer you

You will be part of a team of dedicated professionals, united by a shared purpose to improve the lives of older Australians, and enjoy the following benefits:

• five weeks of paid annual leave
• hybrid work options to support your work life balance
• annual professional development fund
• 12 weeks paid parental leave – purchased leave option
• access to our Employee Assistance Program (EAP) for you and your immediate family
• Access to exclusive employee discounts across a range of popular retailers
• Work in a collaborative, values-driven organisation

We require federal police check as an essential selection component for this role, please consider this requirement when submitting your application.

We believe diverse and inclusive workplaces create stronger organisations and better outcomes for the communities we serve. We welcome applications from people of all backgrounds.

How to apply

Click the “Apply Now” button and submit with your resume and a cover letter outlining your suitability for the role.