Community and Customer Outcomes Manager

Community and Customer Outcomes Manager

Location: Bentley, WA

Work Type: Full Time | Permanent

Lead customer, community and retail outcomes across remote Aboriginal communities as Horizon Power transitions customers from Regional Service Provider (RSP) arrangements into Horizon Power-managed services and support. This newly created leadership role will play a key part in shaping customer outcomes, stakeholder engagement and service delivery as Horizon Power transitions to a new operating model. Operating within a complex and evolving environment, you will balance customer, community, operational and compliance requirements to deliver positive and sustainable outcomes. Success in this role requires sound judgement, a proactive approach and the ability to bring people together to solve problems, manage competing priorities and drive continuous improvement.

Working closely with communities, Aboriginal organisations, government agencies, service providers and internal teams, you will drive service improvements, manage risks and help deliver consistent, accessible and reliable customer outcomes across remote Western Australia.

Regional travel is a key requirement of this role. Due to distance, access and travel logistics, some community visits may require several days away from the office, including up to a week at a time.

What's In It For You

• Play a key leadership role in shaping Horizon Power's approach to customer and community outcomes across remote Western Australia.
• Influence service delivery and business outcomes during a significant period of organisational change.
• Work in a unique and evolving environment where no two days are the same.
• Make a meaningful impact in the lives of customers and communities across regional and remote WA.

What You Will Do

• Lead customer, community and retail outcomes across remote Aboriginal communities, ensuring services remain safe, compliant, sustainable and customer-focused throughout Horizon Power's transition to a new operating model.
• Build trusted relationships with communities, Aboriginal organisations, government agencies, service providers and internal stakeholders to resolve issues, improve services and deliver positive customer outcomes.
• Provide leadership across customer service delivery, governance, compliance, complaints, escalations and operational performance, while identifying risks and driving continuous improvement.
• Work collaboratively across community engagement, customer services, operations, finance, technology and external partners to support effective service delivery and successful transition outcomes.
• Represent Horizon Power in community, stakeholder and internal forums, providing clear communication, building confidence and developing a high-performing, customer-focused team culture.

What Sets You Apart

You are a proactive, self-starting leader who does not wait for issues to escalate. You anticipate what customers, communities and stakeholders need, identify emerging risks early, bring people together to solve problems, and turn complex issues into practical actions.

You will bring

• Tertiary qualification and demonstrated leadership experience within customer service, community engagement, operations, service delivery or a similarly complex environment.
• Strong stakeholder engagement and relationship-building skills, with the ability to communicate confidently with communities, partners, senior leaders and external organisations.
• Experience leading teams, managing complex issues and balancing customer, operational and business priorities to achieve positive outcomes.
• Strong judgement, problem-solving and decision-making skills, with the ability to anticipate challenges, operate in ambiguity and drive improvements in an evolving environment.
• Excellent presentation, communication and organisational skills, with the ability to engage confidently with communities, stakeholders, senior leaders and external partners.

If you're ready to lead customer, community and retail outcomes, build strong stakeholder relationships and drive meaningful outcomes across remote Western Australia, we'd like to hear from you.

Thursday 23rd July 2026

Please submit your resume and a cover letter outlining your relevant retail, customer, stakeholder management, governance and leadership experience.

Please note: In some cases, we need to close the advertising earlier than the closing date—so don’t miss your chance!

Our workplace culture is created through every interaction, every experience and everything we do.

Across our organisation, we recognise and reward people and offer work that works with you. We're committed to equality and celebrate the diversity of race, gender, sexual orientation, religion, ethnicity, and all characteristics that make our Horizon Power team so special. We strongly encourage applications from Aboriginal and Torres Strait Islander people. We are dedicated to ensuring that all candidates have equal opportunity and, if you require any adjustments during the recruitment process, please let us know - we’re here to support you.

If you want more amazing reasons of why Horizon Power should be your employer of choice, check our careers page to find out more. https://www.horizonpower.com.au/about-us/careers/