National Manager Contact Centre

• A mix of operations and strategy
• permanent fulltime Senior leadership role
• Auckland based preferred but will consider Wellington and Christchurch

Leading change management in a fast paced, responsive and dynamic environment

Mō mātou | About us

Oranga Tamariki—Ministry for Children has a commitment to putting tamariki and rangatahi at the heart of what we do. In our work, we aim to demonstrate these values:

• We put Tamariki first
• We believe Aroha is vital
• We respect the Mana of people
• We are Tika and Pono
• We value Whakapapa
• We recognise that Oranga is a journey

We are committed to ensuring that New Zealand is the best place in the world to be a child. We are also committed to ensuring Oranga Tamariki partners with hapū, iwi and Māori organisations to find appropriate solutions for tamariki in need.

Mō te tūnga | About the role

As National Manager Contact Centre, you will provide strategic and operational leadership of the Oranga Tamariki National Contact Centre (NCC), the primary point of contact for the public, iwi, NGOs, and government agencies making or responding to reports of concern regarding tamariki and rangatahi.

Reporting to the General Manager, Operations Delivery & Enablement, you will be a key member of the wider Tamariki and Whānau Services leadership team, shaping national service delivery, leading significant change, and driving a culture that reflects Te Tiriti o Waitangi, Te Ao Māori, and Oranga Tamariki values.

This role combines system leadership, people leadership, and delivery excellence, balancing day-to-day performance with long-term transformation of how services are delivered.

Key Responsibilities

• Provide national oversight and leadership of a demand-driven, 24/7 contact centre operation
• Lead and inspire high-performing teams to deliver a timely, safe, and responsive service
• Build and maintain strong relationships with iwi, Māori partners, NGOs, and public sector agencies
• Ensure service delivery reflects mana tamaiti, whakapapa, and whanaungatanga
• Lead performance, risk, and reputation management across the function
• Drive continuous improvement and innovation in contact centre service delivery
• Support the co-design and implementation of a regionally led, centrally enabled operating model
• Act as a visible, values-based leader and active contributor to organisational strategy and culture

Oranga Tamariki has a flexible working policy.

Ngā pūmanawatanga ōu | What you will bring

You are a senior, credible leader with experience operating in complex public sector environments. You bring a strong mix of strategic thinking, people leadership, and operational delivery, and you are motivated by making a real difference for children and families.

You will bring:

• Experience leading a large (180+ indirect reports) 24/7 complex function (or similar) within the public sector
• Demonstrated success leading organisational or service change
• Strong understanding of Te Tiriti o Waitangi, tikanga Māori, and Te Ao Māori frameworks
• Proven ability to build effective, enduring stakeholder relationships
• Experience managing performance, risk, and reputation in high-profile environments through data
• The confidence to lead through complexity, ambiguity, and competing priorities
• A collaborative, inclusive leadership style with the courage to have difficult conversations when required

A relevant tertiary qualification (or equivalent experience) is required, along with the ability to travel domestically as needed.

Nōu te rourou | What's in it for you

Oranga Tamariki offer a step based remuneration package, that offers progression annually for experience through tenure. We offer a vibrant and supportive team, flexible work options and a genuine commitment to wellbeing. We offer significant training and professional development so that you can thrive and grow. We welcome diversity and are committed to working in an inclusive and respectful way. This is your opportunity to apply your skills and experience to the wellbeing of tamariki and rangatahi.

To see all the benefits of working for Oranga Tamariki, please visit

Me pēhea te tuku tono | How to Apply

Apply online with your CV and Covering Letter. A strong cover letter should complement your CV by telling a compelling story about why you're the right fit for the role, why you want the role, why Oranga Tamariki and to and what you bring.

If you are an Oranga Tamariki employee already, please ensure you apply with a log in using your Oranga Tamariki email address.

If you have any questions about role, please contact

Hurry as applications for this role close at midnight on Thursday 21st May 2026

If you are interested in any of our vacancies, please ensure that you make yourself familiar with our code of conduct as it sets out our expectations for our kaimahi and requires you to present at work free from the influences of both drugs and alcohol.