Head of Customer Engagement Platforms

Head of Customer Engagement PlatformsAt Opal HealthCare our purpose is simple: bringing joy to those we care for. As one of Australias leading aged care providers we support thousands of residents and families across the are seeking a strategic and commercially minded Head of Customer Engagement Platforms to lead the technology platforms that power our customer admissions and resident engagement to the Chief Improvement Officer you will lead the strategy roadmap and delivery of Opals customer technology ecosystem including Salesforce CRM marketing technologies website integrations and emerging AI OpportunityYou will own the vision and roadmap for customer engagement technologies across the resident journey from enquiry through admissions onboarding and ongoing engagement. Working closely with Admissions Customer Service Communications Digital Marketing Operations and ICT you will ensure technology investments deliver measurable outcomes for residents families and team ResponsibilitiesLead Salesforce Engineering & DeliveryLead mentor and develop a high-performing team of Salesforce developers business analysts and engineering standards development practices and technical a culture of quality accountability continuous improvement and customer Salesforce DevOps & SDLCLead the end-to-end Salesforce Software Development Lifecycle (SDLC) including demand management solution design development testing deployment releases and and enforce DevOps practices including source control branching automated testing CI/CD and environment all platform changes follow controlled auditable deployment quality assurance frameworks covering code reviews testing and release improvements in delivery performance platform stability and solution Platform Strategy & ArchitectureDefine and maintain the roadmap for Salesforce Sales Cloud Service Cloud Experience Cloud marketing technologies and customer engagement architecture is scalable secure and aligned with enterprise architecture cyber security and data governance technical debt upgrades licensing optimisation and platform architectural decisions for integrations automation and emerging Salesforce Business OutcomesAccountable for successful delivery of Salesforce initiatives from concept to adoption and benefits business analysis solution design development testing change management and operational investments improve occupancy growth resident and family experience team productivity and operational across Admissions Customer Engagement Communications Operations ICT and Data teams to prioritise Risk & ReliabilityEstablish governance frameworks for performance availability security compliance and compliance with privacy cyber security and information governance platform health technical risk disaster recovery and service platform performance and adoption through KPIs and Automation & InnovationIdentify and implement AI automation and intelligent customer engagement and adopt emerging technologies and digital engagement with Data and Automation teams to deliver scalable solutions that improve experiences efficiency and time to RegardedSalesforce with Salesforce Experience Einstein and AI capability platform experience including within aged care healthcare or another highly regulated Join Opal HealthCareAt Opal youll have the opportunity to:Lead a strategically important technology customer resident and family experience at with modern Salesforce and AI directly with senior business meaningful innovation in one of Australias most important part of an organisation committed to Compassion Accountability Respect and CommitmentAt Opal HealthCare our residents are not living in our workplace. We are working in their home. Every decision we make is guided by our commitment to safe high-quality person-centred care and exceptional resident to help shape the future of customer engagement at Opal HealthCareWed love to hear from you. Apply now.