Manager - Program Operations

Help shape the future of education and training at Deaf Connect

Deaf Connect is excited to welcome applications for a newly established Manager – Program Operations position within our evolving Education team.

This is an exciting opportunity for an experienced VET leader to influence how our Registered Training Organisation (RTO) operates, strengthen compliance and quality systems, and help shape accessible, high-performing education and training services for the Deaf community.

Reporting to the Manager, Registered Training Organisation (RTO), you will provide operational leadership across key RTO functions, including program administration and compliance, student lifecycle management, program design, contracts and quality.

You’ll play a critical role in integrating systems, people and processes to deliver efficient, compliant and student-centred operations while supporting the continued growth and development of Deaf Connect’s education and training services.

About the role:

As a member of the Education leadership structure, you will oversee the full student lifecycle — from engagement and enrolment through training and assessment, completion and reporting — while ensuring the RTO remains compliant with regulatory, quality and funding requirements.

You will lead a team with a range of functions and work closely with Education leaders to drive operational excellence, improve systems and processes, strengthen workforce capability and embed a culture of continuous improvement.

You will also act as the System Owner for the RTO’s Student Management System (SMS) and Learning Management System (LMS), overseeing system requirements, security and updates.

Main responsibilities of the role include: 

• Provide operational leadership across Program Design, Program Administration & Compliance, Contracts and Quality.
• Lead and support multidisciplinary teams to deliver high-performing, consistent and student-centred outcomes.
• Oversee the student lifecycle from engagement and enrolment through training and assessment, completion and reporting.
• Monitor operational performance against KPIs, service standards and compliance requirements.
• Identify operational risks and implement effective mitigation strategies.
• Drive continuous improvement using operational data, student feedback, complaints, moderation and validation outcomes, industry engagement and other quality indicators.
• Oversee internal audits, corrective and preventative actions, external audit readiness and responses.
• Ensure compliance with the Standards for RTOs, NVR Act, ISO 9001 Quality Management Systems and state-based funding requirements.
• Oversee compliance relating to student records, reporting, contracts, quality systems and program administration.
• Lead the optimisation and integration of RTO systems, workflows and tools, including Moodle and aXcelerate.
• Identify opportunities to improve the student lifecycle, reduce compliance gaps and create operational efficiencies.
• Monitor funding, subsidy utilisation and income claims to support sound financial and operational performance.
• Build workforce capability, address skill gaps and foster a high-performance culture.
• Lead the development and review of frameworks, policies, procedures and work instructions.
• Support industry consultation, engagement, moderation and validation activities across programs.

About you:

You’re a collaborative and solutions-focused leader who thrives on improving systems, developing people and delivering high-quality outcomes in a complex and regulated environment.

You bring strong operational expertise across multiple functions, are confident interpreting data and managing risk, and understand what it takes to balance compliance, quality, efficiency and positive student outcomes.

You’re also a leader who can bring people with you through change — building capability, encouraging innovation and creating a culture where continuous improvement is part of everyday practice.

You should also let us know if you have these other great skills: 

• Proven leadership experience in the VET sector and/or an RTO, with strong knowledge of the NVR Act, Standards for RTOs, AQTF Standards and state-based funding contract requirements.
• Demonstrated experience leading operational functions and different teams within a regulated education or training environment.
• Highly developed leadership and people management skills, including experience managing change and building a culture of continuous improvement.
• Demonstrated success leading operational improvement, systems optimisation and workforce capability development.
• Strong experience managing operational compliance, audit readiness and continuous improvement frameworks.
• Strong analytical, problem-solving and decision-making skills, including the ability to interpret operational data and use it to inform decisions.
• Experience using a Learning Management System, preferably Moodle and aXcelerate.

It would be great if you also bring:

• Qualifications in Training and Assessment.
• Auslan skills and knowledge of the Deaf community, language and culture — or a strong willingness to learn.
• Experience working across multiple funding streams and states.

About Us:

Deaf Connect is the largest, whole-of-life service provider and social impact organisation for Deaf, deafblind and hard of hearing Australians. We stand with the Deaf community to build capacity and influence social change while paying respect to history, culture and language.

Our organisational values of Heart, Courage, and Discovery stand with the Deaf community to build capacity and influence social change while paying respect to history, culture, and language.  
  
We offer an attractive benefits program including:  

• Salary packaging, enabling you to make huge savings on tax and maximise your pay  
• Flexibility regarding working arrangements 
• Discount membership to gyms and facilities throughout Australia  
• Free annual flu vaccinations  
• Free comprehensive online learning portal 
• Free financial wellness support through our default super fund 

The successful applicant will be asked to provide a NDIS Worker Check, a Working with Children Check (WWCC) relevant to their state (if applicable to the role), and proof of working rights in Australia. Deaf Connect is committed to child safety, safeguarding and inclusion, and is proud to be an equal opportunity employer.