ICT Systems Care Team Manager

Goodstart Corporate•San Francisco, CA

22h

About The Position

We’re looking for an exceptional Systems Care Team Manager , a leader who brings curiosity, collaboration and genuine care for customer experience. If you’re passionate about empowering people, elevating digital capability, and building high‑performing teams, this is your opportunity to make a real difference across our national network. As the Systems Care Team Manager, you’ll lead and develop our Systems Care Team to deliver outstanding support to Centre Leaders, Teachers and Educators across Australia. You’ll shape a customer‑obsessed culture, ensuring our people feel confident, capable and supported when navigating the tools and systems that power their work. You’ll build strong partnerships with vendors, uplift digital literacy across our network, and drive proactive improvements that minimise disruption and elevate the experience of our centres. This is a highly visible role where your leadership will directly influence the quality, consistency and reliability of the systems our people rely on every day.

Requirements

Minimum 10 years’ experience in Call Centre Team management
Extensive experience managing high‑volume call centre or service teams, with a track record of delivering exceptional customer outcomes.
Strong capability in analysing data, identifying patterns and driving continuous improvement.
An ability to translate technical information into clear, simple language for non‑technical audiences.
A natural talent for coaching and developing people—creating high‑performing, engaged teams.
Confidence in managing relationships with external vendors and support partners.
Resilience, adaptability and a solutions‑focused mindset.
Current QLD Blue Card

Responsibilities

Champion customer success, ensuring our Centre Network receives timely, empathetic and high‑quality support.
Lead a team that becomes the Voice of the Customer, identifying trends, opportunities and insights that improve how our systems perform.
Empower educators and centre teams by providing user‑friendly tools, guides, training and self‑service solutions that build digital confidence.
Strengthen our vendor partnerships, ensuring issues are resolved quickly and system enhancements align with Goodstart’s strategy.
Analyse data and feedback to continuously refine our support model, driving meaningful and measurable service improvements.
Create a culture of growth, accountability and belonging, uplifting capability and nurturing emerging talent within your team.

Benefits

Flexible work arrangements giving you choice about when and how work will be done in order to better manage your work and non-work needs
Not-For-Profit Salary Packaging benefits which reduce your taxable income to increase take home pay
Access to discounted childcare (up to 15%)
Fitness Passport - access to gyms and pools for you and your family at a heavily discounted price
Discounted health care and access to employee wellbeing program with BUPA
Exclusive discounts on travel, gym memberships, Apple and Dell products, and more.
Free annual flu shot (optional)
Option to purchase extra leave for even greater work life balance
First Nations Support and Cultural Leave
Work for a company that has an aspiration to be globally recognised for early years practice and learning outcomes
Gain significant investment in your growth and development with support, tools, training and experiences that will truly enhance the progress and outcomes for children in their earliest years.