Head of Products and Technology

The Head of Products & Technology will lead the strategic use and enhancement of our digital platforms, particularly leveraging investments in Salesforce, to scale services for community organisations and digitally excluded individuals.

This role will:

• Support the Executive Team in service design, platform roadmapping, and delivery to meet user needs while balancing live support and new developments.
• Foster a collaborative, high-performing culture and contribute to the organisation’s long-term technology vision.
• Oversee the technology budget, operational efficiencies, and technology risk management frameworks.
• Administer and maintain core systems such as Salesforce Not-for-Profit Experience Cloud, Zoom, Orrto, Google Workspace, and other applications, ensuring integration and security compliance.

Key Objectives and Accountabilities

Collaboration, Leadership, and Strategy

• Collaborate with the Executive Team and strategic partners to shape and influence the technology strategy.
• Provide expert advice on emerging technologies to enhance service delivery and product development.
• Build and maintain strong relationships with industry leaders, peak bodies, staff, and clients.
• Foster a culture of continuous learning and alignment with organisational values and goals.
• Support the development and management of the technology budget for resource efficiency.
• Plan for scalability, new service design, cyber security, user needs, and emerging technologies.
• Use data-driven decision-making to manage risks, seize opportunities, and inform improvements.

Product and Service Development

• Lead the design, development, and optimisation of the product pipeline.
• Drive continuous product improvement and innovation based on industry trends and stakeholder feedback.
• Manage products from ideation to launch, maintenance, and evolution.
• Infrastructure and Vendor Contract Management
• Select and manage technology vendors and service providers, negotiating contracts and SLAs.
• Evaluate SaaS vendor security and compliance.
• Monitor vendor performance, manage cloud services, and ensure proper integration of applications.
• Implement strong access controls and conduct regular audits of vendor compliance.

Salesforce and Systems Administration

• Serve as the primary manager of the Salesforce environment for ~20 users.
• Oversee user account maintenance, configuration, reporting, and dashboards.
• Collaborate with vendors to scope complex Salesforce developments and manage change requests.
• Train new users and enhance Salesforce skills across the organisation.
• Maintain up-to-date system documentation for maintenance, resiliency, and business continuity.
• Administer cloud applications (e.g., Google Workspace), ensuring user onboarding, permissions management, and system upgrades.
• Ensure seamless customer journeys via web-based applications and Salesforce integrations.

Data and Reporting

• Provide regular IT issue analysis and reporting to the Executive Team.
• Lead the development and implementation of the Data Strategy and Outcomes Framework.
• Support reporting through insights derived from Good Things data and external datasets.
• Conduct data audits and manage databases to meet reporting requirements for funded projects.

IT Support Services

• Develop and implement a new IT support framework for Good Things Australia.
• Monitor third-party software usage and maintain an up-to-date asset register.
• Provide backup IT support, including troubleshooting hardware and software issues.
• Implement clear onboarding and training processes for new staff.
• Measure and improve service satisfaction levels.

Cyber Security and Data Privacy

• Support the development and management of a Cyber Security Framework.
• Implement robust security protocols and ensure compliance with relevant laws and regulations (e.g., GDPR, Australian Privacy Act).
• Maintain disaster recovery and data backup plans.
• Coordinate staff training and awareness around cyber security.