Job Description

Customer Planning & Liaison Manager

Lead with impact. Advocate with purpose. Shape better outcomes.

At Aruma, our purpose is clear: supporting people to live a great life — the life they want, the life they choose As a values‑led, for‑purpose organisation supporting thousands of people with disability across Australia, we are known for putting people first and advocating fiercely for their rights and outcomes.

We’re now seeking an experienced Customer Planning & Liaison Manager to step into a pivotal senior role within our NDIS operations — one where strong leadership, deep sector expertise and confident advocacy come together to deliver lasting impact.

This is a highly influential opportunity for a proven leader who understands the complexity of the disability sector and the NDIS landscape, and who can confidently represent both participants and organisation at the highest levels.

This is a Permanent Full Time role.

Flexible location: QLD, NSW, VIC, ACT.

About the Role

Reporting to the General Manager, Practice and Planning, you will lead a specialist team of four direct reports, providing strategic oversight of NDIS quoting, submissions and supporting evidence. You’ll act as a trusted internal authority and a key external representative, ensuring Aruma’s participants are backed by robust, compliant and well‑advocated NDIS plans.

A critical component of this role is serving as a primary point of contact with the NDIA, where you’ll bring credibility, confidence and sound judgement to complex conversations around pricing, reviews and funding outcomes.

What You’ll Be Known For

• Leading, coaching and developing a high‑performing specialist team through clarity, accountability and care
• Providing expert advice on NDIS pricing, SIL submissions and funding optimisation
• Advocating effectively with the NDIA to achieve fair, sustainable and participant‑centred outcomes
• Building strong, trusted relationships with senior stakeholders across operations, finance and practice
• Translating complex NDIS requirements into clear, practical guidance that supports operational success
• Ensuring all submissions, processes and decisions reflect best practice, compliance and participant‑first thinking

What We’re Looking For

This role calls for depth, confidence and credibility. To succeed, you will bring:

• Significant management experience, including leading and coaching direct reports
• Strong disability sector knowledge, with hands‑on experience in complex service environments
• In‑depth understanding of the NDIS, including pricing arrangements, SIL, reviews and evidence requirements
• Proven advocacy capability, ideally with experience engaging the NDIA on complex or high‑stakes matters
• Outstanding stakeholder management skills, with the ability to influence, negotiate and build trust
• Clear, confident communication skills — written, verbal and interpersonal

You’ll be comfortable working in ambiguity, standing firm when advocating for participants, and balancing outcomes, compliance and organisational sustainability.

Why Join Aruma?

• Make a genuine and lasting difference in the lives of people with disability
• Lead meaningful work during a time of significant NDIS and sector change
• Be part of a BRAVE, values‑driven organisation that supports and backs its leaders
• Work alongside passionate, purpose‑led professionals who deeply care about what they do

If you’re a confident leader, skilled advocate and NDIS expert ready to step into a role where your expertise and voice truly matter — we’d love to hear from you.

Our Commitment

At Aruma, we’re committed to building a workforce that reflects the community we serve. We welcome applicants from all backgrounds and are focused on creating an inclusive, high-performing workplace.

Our Recruitment Approach

We review applications as they come in and move quickly to interview great candidates, so we encourage you to apply early. While we include an indicative closing date, roles may close sooner if we find the right person. Applications received later in the process may not progress. If you’re unsuccessful and would value feedback, please feel welcome to reach out to our Talent team.

Closing Date: 31st May 2026