Chief Customer and Operating Officer

• Lead one of Kāinga Ora’s most critical and high‑impact executive portfolios, shaping how services are delivered to customers and communities across Aotearoa
• Drive large‑scale operational integration, customer‑centric service delivery, and transformational change through a strong commercial lens
• Create enduring social and public value by strengthening partnerships with iwi, communities, government, and service delivery partners

THE OPPORTUNITY

Kāinga Ora is one of New Zealand’s most high-profile Crown entities. It has a portfolio of 77,000 homes across the country that meets the needs of more than 200,000 New Zealanders. Through partnerships with government agencies, local councils, iwi, and private sector organisations, it creates warm, dry, and healthy homes that help people build stable lives. Following a Cabinet approved Reset Plan, and strengthened governance and leadership capability, Kāinga Ora is entering an exciting new phase of transformation and performance.

THE ROLE

Reporting to the Chief Executive and operating as a core member of the Executive Leadership Team, the Chief Customer and Operating Officer leads the Customer and Operations Group, with responsibility for more than 1,400 employees across New Zealand.

The role is accountable for:

• Integrating regional and national service delivery to provide a consistent, high-quality customer experience
• Leading tenancy services, maintenance and asset management, supported housing, home ownership products, community engagement, and emergency response
• Driving operational excellence, service design, and customer insight to improve outcomes and maximise public value
• Strengthening operational governance, risk management, and executive reporting
• Acting as a key strategic advisor to the Chief Executive and Board on customer experience, service delivery, and operational performance

This role requires an executive who can drive transformation at scale, balance stewardship with delivery, and align operational decisions to Kāinga Ora’s long-term strategy and purpose.

THE CANDIDATE

You are a highly experienced and commercially minded executive with a proven track record of leading large, complex, multi-functional organisations through transformation and change. You bring deep expertise in customer-centric service delivery, operational leadership, and system-level improvement—ideally within a public sector or regulated environment.

You are known for:

• Leading through a strategic and commercial lens, delivering measurable performance and customer outcomes
• Building high-performing, empowered teams and fostering a strong culture of accountability and inclusion
• Developing trusted relationships across iwi, communities, government, and partner organisations
• Demonstrating resilience, sound judgement, and self-awareness in complex and high-profile environments
• Applying Te Tiriti o Waitangi principles and Māori leadership perspectives in strategy, engagement, and organisational leadership

You are motivated by public value, community impact, and the opportunity to shape how one of New Zealand’s most important organisations delivers for the people it serves.

For a confidential discussion, please get in touch with:

Paul Ingle
​HG Chief Executive Officer
​M. +61 (0)402 796 125 | E. pingle@hardygroupintl.com

HOW TO APPLY

The closing date for applications is Sunday, 10 May 2026

The reference number to include in your application is H26_5490.