Job Description

About the Opportunity

One of our most talented leaders has just been promoted into a newly created role focused on building care capability across the organisation, which means we have an exciting opening for the right person to step into one of the most impactful leadership roles in Australian aged care.

As Head of Care, Self Managed, you will lead the largest and fastest growing stream in one of Australia’s fastest growing home care providers. Your team of approximately 150 care partners, and growing, delivers the leading self managed care model in the country, helping older Australians maximise their home care funding so they can stay in their homes, stay connected with family and friends, and remain vibrant in their local communities.

This is not a back office management role. It is a high energy, people first leadership position at the centre of a voice led contact centre environment where every call matters and every client interaction is an opportunity to deliver genuine, life changing care.

About Trilogy Care

Trilogy Care is a national health and aged care provider on a remarkable growth trajectory. We are a modern health tech organisation pioneering the use of advanced artificial intelligence in the aged care sector, not as a future ambition, but as a current reality that shapes how every team operates.

Our self managed care model gives older Australians choice and control over their home care services. We provide exceptional care management, ensuring every client has an accurate and complete care plan, their funding is maximised, and they feel heard, supported and genuinely cared for.

We are building something genuinely different in aged care, and the people who join us feel it from day one.

About the Role

Reporting to our Chief Operating Officer - Care, you will own the operational performance of the Self Managed stream end-to-end. You'll set the rhythm, the standards and the culture that makes exceptional care possible at scale.

What you'll be responsible for:

• Leading a large, high-performing team - approximately 150 care partners across multiple pods, with Operations Managers and Team Leaders as your direct reports. You'll set the standard for people leadership, coaching, accountability, and performance.
• Owning the client experience - ensuring every client feels heard, supported and genuinely cared for. You'll use satisfaction data and care quality indicators as operational tools to identify risk, drive intervention and maintain the highest service standards.
• Running a disciplined operation - service levels, contact standards, workflow execution and quality outcomes across all pods. This is a fast-paced, voice-led environment and you'll bring the operational rigour that makes it work.
• Driving AI and technology adoption - leading your team through the practical adoption of AI-enabled workflows and modern tools that are transforming how care is delivered. You don't need to be a technologist, but you do need an inquisitive mind and a genuine motivation to embrace what's possible.
• Scaling for growth - workforce planning, recruitment, capability building and caseload management in a business that is growing rapidly. You'll ensure the team is ready for both today's demands and tomorrow's ambitions.
• Championing culture - building and sustaining a positive, client-focused culture where people are proud of the work they do, accountabilities are clear, and the team is engaged through change.

What You'll Bring

We're looking for a leader, not a specialist. The technical expertise in aged care practice and clinical governance sits with dedicated horizontal roles in our structure — your job is to lead people and run the operation brilliantly.

• Proven operational leadership at scale - you've run large, people-intensive service operations before. Contact centres, health services, customer operations, high-volume service delivery -you know how to manage performance across multiple teams and drive continuous improvement.
• A genuine orientation toward people - both the clients you serve and the team you lead. You build engaged, high-performing teams through strong coaching, clear expectations and a positive culture.
• Comfort with technology and AI - you don't need to build it, but you need to champion it. You're curious about how AI and modern tools can make your team more effective, and you lead adoption practically, not just strategically.
• Workforce management experience - capacity planning, caseload management and workforce scaling in a growth environment. You understand how to keep an operation staffed, trained and ready.
• Strong collaboration skills - you work effectively across functions and build strong partnerships with specialist roles. Open communication and constructive engagement come naturally to you.
• Commercial awareness - you understand the operational metrics and unit economics of running a service operation and use data to drive decisions.

Experience in health, aged care or a regulated industry is valued but not essential. What is essential is the ability to lead at scale, care about client outcomes, and embrace innovation.

Why Trilogy Care

• Growth with purpose - join an organisation where growth means more older Australians receiving better care in their homes
• AI at the frontier - work in a genuine health-tech environment where artificial intelligence is actively reshaping how care is delivered, not a buzzword on a strategy slide
• A team that's going somewhere - you'll inherit a large, committed team and have the platform to build something exceptional
• Leadership that matters - your decisions will directly impact the lives of thousands of older Australians and the careers of the people who care for them
• Brisbane CBD - be part of our energetic, in-office culture where collaboration and pace drive results

How to Apply

If you're a strong operational leader with the energy, curiosity and care to lead one of the most exciting teams in Australian aged care - we'd love to hear from you.

Click Apply Now and submit your CV along with a brief cover letter telling us what excites you about this opportunity.

Trilogy Care is an equal opportunity employer. We welcome applications from all backgrounds and are committed to building a diverse and inclusive team.