The General Manager- Basketball Experience and Association Services is responsible for elevating the delivery of world-class basketball experiences across Basketball Queensland’s competitions, participation programs, member services, community initiatives and customer-facing operations.

The role provides strategic and operational leadership across competitions, community and inclusion, Basketball Connect support, marketing, and Association services to ensure participants, Associations, volunteers, officials, families and stakeholders experience a well-governed, accessible, professional and engaging basketball environment.

As a member of the Executive Team, the role contributes to whole-of-organisation strategy, culture, risk management and continuous improvement, with a particular focus on strengthening the connection between Basketball Queensland, its member Associations and the broader basketball community.

Strategic Context:

Basketball Queensland is operating in a period of significant growth, increasing demand and rising expectations from participants, families, Associations, government, partners and the broader basketball community.

The General Manager- Basketball Experience and Association Services will play a central role in delivering against Basketball Queensland’s strategic priorities by improving the quality, consistency and accessibility of basketball experiences across Queensland.

The role will support Basketball Queensland’s focus on elevating member services, modernising competition delivery, improving customer and participant experience, growing inclusive participation opportunities, and building stronger connections with Associations.

This role must balance strategic leadership with operational discipline, ensuring that Basketball Queensland’s service delivery functions are well planned, well governed, financially sustainable and responsive to the needs of the basketball community.

Key Outcomes and Success Measures

Success in this role will look like:

• Improved participant, Association and stakeholder satisfaction with BQ services and competitions.
• Strong and constructive relationships with member Associations across Queensland.
• Effective delivery and continuous improvement of BQ competitions and participation programs.
• Increased consistency, professionalism and customer focus across service delivery functions.
• Improved Association support, engagement and capability-building outcomes.
• Growth in inclusive participation opportunities and community engagement initiatives.
• Effective management of Basketball Connect support, system issues and customer service processes.
• Strong marketing and communication outcomes that support engagement, participation and brand profile.
• Portfolio budgets managed effectively and in line with approved parameters.
• Clear reporting, risk management and compliance across all portfolio areas.
• Strong performance, accountability and culture across direct reports and team members.

Essential Skills, Experience and Qualifications

The successful candidate will demonstrate:

• Senior leadership experience in sport, member services, community programs, competitions, events, customer experience or a related sector.
• Demonstrated ability to lead multi-function teams and manage competing strategic and operational priorities.
• Strong understanding of member-based organisations, stakeholder engagement and service delivery.
• Experience improving customer, participant or member experience through systems, process and culture change.
• Demonstrated capability in planning, budgeting, reporting and performance management.
• Strong communication, negotiation and relationship management skills.
• Proven ability to manage risk, resolve complex issues and make sound decisions.
• Ability to lead staff, build capability and create a positive team culture.
• High level of professionalism, judgement, accountability and integrity.
• Strong written communication skills, including executive reporting and briefing preparation.
• Ability to work outside standard business hours and travel as required.

Desirable Skills, Experience and Qualifications

• Experience in basketball or another organised sport environment.
• Experience working with clubs, Associations, volunteers or regional stakeholders.
• Knowledge of competition management, participation programs or sport development.
• Experience with digital registration, competition management or customer support systems.
• Relevant tertiary qualifications in sport management, business, community development, marketing, management or a related discipline.
• Understanding of safeguarding, member protection, child safety and integrity requirements in sport.
• Experience leading marketing, communications or community engagement functions.
• Experience working in a not-for-profit, peak body or federated governance environment.

Capabilities and Behavioural Expectations

• Strategic Leadership: Demonstrates the ability to think beyond immediate operational issues, connect portfolio activity to organisational priorities and make decisions that support BQ’s long-term direction.
• Service Orientation: Places Associations, participants and stakeholders at the centre of service delivery, while balancing organisational priorities, sustainability and governance requirements.
• People Leadership: Builds trust, sets clear expectations, supports development, manages performance and creates a constructive team culture.
• Stakeholder Management: Develops productive relationships with internal and external stakeholders and manages complex or competing interests with professionalism and judgement.
• Commercial and Financial Acumen: Understands the financial implications of decisions and supports sustainable, efficient and value-driven service delivery.
• Communication and Influence: Communicates clearly and professionally, adapts messaging for different audiences and influences outcomes through credibility and evidence.
• Governance and Risk Awareness: Understands the importance of policy, compliance, documentation, safeguarding, risk management and responsible decision-making.
• Adaptability and Problem Solving: Responds effectively to changing priorities, operational pressure and complex issues while maintaining focus on outcomes.
• Collaboration: Works across departments and avoids siloed decision-making, recognising the interdependence of BQ’s people, systems and services.

Mandatory Requirements

The successful candidate must:

• Hold, or be eligible to obtain, a valid Queensland Blue Card.
• Hold, or be eligible to obtain, a satisfactory National Police Check if required.
• Have the right to work in Australia.
• Hold a current driver licence.
• Comply with BQ’s Code of Conduct, policies and procedures.
• Comply with all child safety, safeguarding, member protection and integrity requirements.
• Maintain confidentiality and handle sensitive information appropriately.
• Complete mandatory training as required by BQ.

Workplace Expectations

The role is an executive leadership position and requires flexibility to meet the needs of the organisation and basketball community.

The role may require:

• Work outside standard business hours, including evenings and weekends.
• Attendance at competitions, events, Association meetings and stakeholder functions.
• Travel within Queensland, including regional travel.
• Responsiveness to urgent operational, reputational, integrity or stakeholder issues.
• Collaboration with staff and stakeholders across multiple locations.
• Professional representation of BQ at all times.