Director, Service Programs

About the role

The Digital Customer (Smart Service Queensland) team is looking for an experienced service delivery leader to head a diverse portfolio of frontline customer service functions. As Director, Service Programs you will ensure that Queenslanders, especially those in regional, remote and vulnerable communities, can access critical government support.

Key responsibilities

• Lead teams delivering cards and concessions, complaints management, the Queensland Government Gazette, and the regional/remote in‑person agent network program.
• Drive continuous improvement, change management, and financial, contract and resource management across the business area.
• Use metrics, analytics, customer experience data and feedback to shape service enhancements.
• Oversee performance targets, budgets and growth of services.
• Represent the Digital Customer team on boards, forums and committees.
• Negotiate and influence internal and external stakeholders to ensure collaboration and meet partner and customer needs.
• Ensure compliance with legislative and government standards.
• Recruit, coach, manage performance and develop staff to build a high‑performing team.
• Maintain professional knowledge of industry and government changes.
• Partner with the Executive Director/General Manager to set strategic direction and achieve deliverables.

Required profile

• Strong, authentic people leadership with a proven ability to lead customer service teams through change.
• Ability to build capability, foster a positive culture and communicate clearly.
• Experience influencing senior stakeholders and working in complex, multi‑agency environments.
• Knowledge of relevant legislative and government standards.
• Demonstrated experience in senior‑level decision making and strategic planning.

Required skills