Service Operations Manager – Community Inclusion

Position Overview

The Service Operations Manager – Community Inclusion plays a critical role in ensuring high-quality, sustainable, and person-centred services for people with disability across our Community Inclusion program. With operational leadership of services supporting approximately 120 participants and a workforce of 90 employees, this role is accountable for performance across service delivery, financial sustainability, program innovation and participant experience. 

Reporting to the General Manager – Operations, this new role leads a team of seven direct reports and is responsible for day-to-day operations management. This includes workforce leadership, service delivery, resource allocation, quality assurance, and continuous improvement — all while keeping our organisational principles and brand at the centre of every decision.

This role will play a pivotal part in reshaping how Community Inclusion services are delivered — not just growing services, but strengthening them. Success looks like sustainable services with maximum plan utilisation, decreased cancellations, reliable scheduling, and a creative, values-led approach to designing programs that contribute to brand awareness or new income pathways.

Current Direct Reports:

• Area Managers (3)
• Activity Officer (1)
• Scheduler (1)
• Plan Support Officer (1)
• Administrative Support Officer (1)

Success in This Role Looks Like:

• A culture of leadership, growth, and accountability within the team where the organisation’s principles are living and breathing every day.
• A more sustainable, efficient service model with reduced costs and improved resource utilisation.
• Fewer cancellations and more consistent, trusted support for participants.
• New programs introduced that align with both participant goals and organisational brand/income strategies.
• Increased plan utilisation and high participant satisfaction.

Key Capabilities & Experience

• Proven experience in operational leadership within NDIS or a similar human services environment.
• Strong people leadership skills with demonstrated ability to lead high-performing teams.
• Comprehensive understanding of NDIS Practice Standards and person-centred disability support.
• Track record in driving quality, compliance, and continuous improvement across complex services.
• Excellent interpersonal, communication, and stakeholder engagement skills.
• Ability to manage competing priorities while staying grounded in purpose and principles.

How to apply

Please submit a cover letter and detailed CV outlining your skills, qualifications, and experience, and why you would like to work for Crosslinks. 

Need more info?

Please direct any queries to people@crosslinks.org.au

Crosslink’s values diversity and encourages applications from Indigenous Australians, people from culturally and linguistically diverse backgrounds, youth, women, and people with disabilities.

Please note only applicants with the right to work in Australia will be considered for shortlisting.

Crosslinks acknowledges that our business is conducted on the traditional lands of Aboriginal and Torres Straits Islander peoples. We acknowledge their continuing connection to country and pay our respects to their Elders past, present and emerging.