Director - National Services

Lift national customer experience by ensuring consistent, high-quality services are enabled and delivered across every region. Strengthen operational resilience, risk controls and transformation through 2026 Kāinga Ora is establishing a new Customer and Operations Group to integrate place-based and national delivery and lift service consistency, customer outcomes and operational performance across Aotearoa. As Director – National Services, you will lead national enabling operations that underpin frontline delivery, bringing key functions together to improve productivity, quality and resilience at scale. This role is accountable for the performance of national services spanning Asset and Maintenance services, Supported Housing, Practice and Customer Contact, Health, Safety and Organisational Resilience, and advisory and regional support functions. You will also lead national-level relationships with key external stakeholders to strengthen system delivery and alignment. Your focus is to drive measurable improvements in national operational performance and consistent practice across customer-facing services, while maintaining a strong customer lens. You will progress transformation initiatives aligned to organisational strategy, strengthen regional enabling capability through service design, guidance, intelligence, training and tools, and ensure disciplined issues management and monitoring. You will lead emergency readiness and business continuity, actively manage strategic and operational risk to protect service continuity, ensure legal and policy compliance, and build high-trust partnerships with iwi, Māori organisations, government, NGOs and community housing providers. You will chair Kāinga Ora’s Customer and Community Ngā Pae Tātaki to guide the strategies and policies shaping customer and community delivery. To succeed, you’ll be a credible senior leader who can operate at scale, build confidence quickly, and stabilise national delivery while enabling transformation. You’ll bring: Proven success leading large, multi-functional teams and working across executive portfolios to lift performance. Strong record of delivering operational excellence and improved customer outcomes through a strategic and commercial lens. Deep understanding of customer-centred service design, regional responsiveness and system-level change in a public sector context. Demonstrated strength in risk management, business continuity and emergency response planning. Collaborative, empowering leadership style that mobilises leaders and teams through complexity. Proven ability to build high-trust partnerships with iwi, Māori organisations and communities, grounded in Te Tiriti obligations Resilience, self-awareness and effective leader in regulated, high-accountability environments (relevant tertiary qualification preferred). Nōu te rourou - What's in it for you? We offer competitive salaries, five weeks' annual leave, and flexible working arrangements. As a Kāinga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need. We want to ensure you are healthy and have work-life balance. At Kāinga Ora, our mahi sits at the heart of Aotearoa’s housing system. Every day, we help shape how our customers live today and into the future. It’s meaningful mahi, and we’re transforming how we work so we can deliver even better outcomes. Our transformation focuses on three things: Our future – building a high performing organisation that delivers quality housing for generations. Our tenants – warm, dry, well maintained homes and the right support to help people live well. Our people – simple processes, modern technology and opportunities to learn, grow and thrive. Guided by our values, we work together, put customers at the centre and continually challenge ourselves to be better. Kāinga Ora is a place where people feel valued and supported. You’ll find opportunities to grow your skills and build a career you’re proud of, with fair pay and flexible ways of working that support both our people and our customers. Our values were developed by us, for us. They unite us as an organisation and guide how we work every day. Our values are: We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation. Location(s): Auckland Central Regional Office, Wellington, Christchurch, Christchurch Regional Office, Wellington National Office Expertise: People Leadership, Stakeholder Management, Strategy & Planning, Transformational Change Management #J-18808-Ljbffr