Job Description
At QBuild, the Executive Director, Customer Portfolio Management will partner with Queensland Government agencies to deliver core services such as state‑wide planning, building, maintenance, and disaster response. The role supports the department in delivering these services through local suppliers, QBuild tradespeople, and apprentices, helping a customer every day.
Leading the organisation toward a future‑ready, digitally enabled landscape, the Executive Director ensures customer‑focused, trust‑based relationships while exceeding expectations across planning, delivery strategy, procurement and portfolio management. A key focus is on addressing the unique needs of the Housing customer, ensuring innovative, forward‑thinking service delivery aligned with industry standards.
Responsibilities
Lead the implementation of a customer relationship management system to enhance satisfaction, embed feedback loops, and drive continuous improvement in service delivery.
Lead the strategic management and deployment of human, financial, and physical resources to ensure efficient, cost‑effective service delivery across planning, building, maintenance, and response functions, focusing on housing‑related outcomes while fostering a culture of customer service, innovation, and continuous improvement.
Cultivate collaborative relationships with employees, customers, and regional leaders to understand and meet customer needs, particularly housing‑related, with tailored solutions.
Utilise advanced communication strategies to promote professional growth, ensure consistent statewide service delivery, and provide strategic advice to senior leadership on customer engagement policies and risks.
Apply program management expertise to optimise benefits realisation and manage time, cost, and risk effectively.
Enhance customer service quality by refining processes, establishing transparent service criteria, and using analytical techniques to assess and address operational needs.
Ensure alignment with QBuild’s customer strategy by fostering consistent engagement, resolving issues, and maintaining exceptional satisfaction levels, particularly in housing‑related services.
Collaborate with regional QBuild sectors to ensure uninterrupted service delivery, strengthen technical support structures, and implement cohesive, cost‑efficient business processes across government operations.
Lead the realignment of business systems, processes, and protocols to support robust reporting, statewide program delivery, and effective project management.
Advocate for QBuild within the industry, community, and government, strengthening relationships and effectively communicating customer portfolio and strategy matters.
Develop and execute capability models, procurement strategies, and essential resources to deliver customer‑centric services, minimise risks, and align with stakeholder expectations while demonstrating economic value.
Drive QBuild’s leadership in the industry by fostering innovation, high performance, and continuous improvement, while upholding exemplary professional standards and core values.
Implement people management strategies to build a skilled, accountable, and forward‑thinking workforce, promoting positive employee relations through proactive communication, training, health and safety programs, and a respectful, discrimination‑free workplace.
Applications will remain current for a period of 12 months.
Job Ad Reference: QLD/670960/25
Closing Date: Tuesday, 2nd December 2025
Occupational group: Executive
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