Assistant Director (Service Archetype Lead)

In your role as Service Archetype Lead, you are responsible for the product strategy and service design of a specific archetype—such as Financial Assistance, Family Services, Residential Care, Protection & Rehabilitation, or Enabling Services.

You will harmonise processes across programmes within your archetype, maximise reuse of common modules, and deliver measurable improvements in caseworker productivity, service quality, and family outcomes. You operate at the intersection of policy, ops-policy, operations and product — ensuring that CaseCentral scales sustainably across programmes while balancing domain-specific needs with platform integrity

Responsibilities

Archetype Strategy & Outcomes

• Define the product vision and 2–3 year roadmap for your service archetype, aligned to CaseCentral’s product vision and MSF’s transformation goals.

• Translate business and policy intent into clear OKRs and measurable impact (e.g. processing time reduction, caseload ratios).

• Establish and maintain alignment between programme-level objectives and product strategy.

Process Harmonisation & Service Design

• Lead harmonisation of base and modular processes across programmes within your archetype.

• Drive standardisation of terminology, workflows, and data models to mitigate fragmentation.

• Champion reuse of existing CaseCentral modules before recommending any enhancements.

Cross-Programme Prioritisation

• Own prioritisation process across programmes within your archetype.

• Escalate and resolve cross-division conflicts with documented rationale.

Platform & Reusability Stewardship

• Partner Blueprint and Engineering leads to:

• Reduce onboarding time for new programmes

• Improve maintainability and scalability

• Prevent “Frankenstein” customisation that undermines long-term sustainability.

Stakeholder Management Leadership

• Act as the senior product interface for Division Directors and Programme Owners.

• Facilitate domain working groups to drive consensus on harmonised designs.

• Build trust with Social Service Agencies (SSAs) and ensure sector realities are reflected in product decisions.

Adoption, Change & Sector Readiness

• Work with Change Management to drive archetype-wide rollout readiness.

• Monitor user sentiment, issue clusters and adoption metrics within your archetype.

• Close feedback loops and drive continuous improvement of product.

Data, Governance & Risk

• Uphold data governance, privacy, quality and inter-agency sharing standards (e.g., Client/Household360).

• Identify business related systemic risks early and propose mitigation plans.

What we are looking for

• 5+ years of experience in product management, service design, operations strategy, or large-scale transformation work.

• Demonstrated experience managing complex, multi-stakeholder environments.

• Strong systems thinking ability to understand how product decisions influence business units and the trade-offs needed to drive product success.

• Experience in harmonising processes across multiple business units or programmes.

• Ability to influence senior stakeholders (Director-level and above).

• Strong analytical mindset with comfort defining metrics and interpreting data.

• Excellent written and verbal communication skills.

Nice-to-have:

• Experience in case management, workflow or CRM platforms (e.g. Salesforce).

• Experience in public sector or regulated environments.

• Background in social services, healthcare, or public assistance domains.

• Experience leading transformation across legacy systems.