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About the Role
As a strategic and commercially minded Head of Customer Engagement Platforms, you will lead the technology platforms that power Opal HealthCare's customer, admissions, and resident engagement experience. You will own the vision and roadmap for customer engagement technologies across the resident journey, ensuring technology investments deliver measurable outcomes.
Responsibilities
- Lead, mentor and develop a high-performing team of Salesforce developers, business analysts and administrators.
- Establish engineering standards, development practices and technical governance.
- Foster a culture of quality, accountability, continuous improvement and customer focus.
- Lead the end-to-end Salesforce Software Development Lifecycle (SDLC), including demand management, solution design, development, testing, deployment, releases and support.
- Define and enforce DevOps practices including source control, branching, automated testing, CI/CD and environment management.
- Ensure all platform changes follow controlled, auditable deployment processes.
- Implement quality assurance frameworks covering code reviews, testing and release readiness.
- Drive improvements in delivery performance, platform stability and solution quality.
- Define and maintain the roadmap for Salesforce Sales Cloud, Service Cloud, Experience Cloud, marketing technologies and customer engagement platforms.
- Ensure architecture is scalable, secure and aligned with enterprise architecture, cyber security and data governance standards.
- Manage technical debt, upgrades, licensing optimisation and platform sustainability.
- Lead architectural decisions for integrations, automation and emerging Salesforce capabilities.
- Accountable for successful delivery of Salesforce initiatives from concept to adoption and benefits realisation.
- Oversee business analysis, solution design, development, testing, change management and operational transition.
- Ensure investments improve occupancy growth, resident and family experience, team productivity and operational effectiveness.
- Partner across Admissions, Customer Engagement, Communications, Operations, ICT and Data teams to prioritise outcomes.
- Establish governance frameworks for performance, availability, security, compliance and support.
- Ensure compliance with privacy, cyber security and information governance requirements.
- Manage platform health, technical risk, disaster recovery and service continuity.
- Monitor platform performance and adoption through KPIs and reporting.
- Identify and implement AI, automation and intelligent customer engagement opportunities.
- Evaluate and adopt emerging technologies and digital engagement solutions.
- Partner with Data and Automation teams to deliver scalable solutions that improve experiences, efficiency and time to care.
Requirements
- Experience with Salesforce Experience Cloud.
- Salesforce Einstein and AI capability experience.
- Integration platform experience, including Boomi.
- Experience within aged care, healthcare or another highly regulated industry.
Skills
- Salesforce CRM
- Marketing technologies
- Website integrations
- AI capabilities
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Salesforce Experience Cloud
- DevOps
- SDLC
- Source control
- Automated testing
- CI/CD
- Business analysis
- Solution design
- Change management
- AI
- Automation
- Intelligent customer engagement
Location
- Australia
Work Type
- Full-time
Experience Level
- Head of
- Senior
Education Level
- Salesforce certifications
About the Company
- Opal HealthCare is one of Australia's leading aged care providers, supporting thousands of residents and families across the country.
- Our purpose is to bring joy to those we care for.
- We are committed to safe, high-quality, person-centred care and exceptional resident experiences.