Associate Director, Frontline Enablement and Knowledge Management

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. 

We’re looking for a strategic, influential, and customer‑obsessed leader to shape how frontline teams across Optus are enabled, informed, and empowered. As the Associate Director, Frontline Enablement and Knowledge Management, you’ll play a critical role in giving our frontline the clarity, capability, and confidence they need to deliver incredible customer experiences.

This role is perfect for someone who thrives in complex environments, builds strong cross‑functional relationships, and knows how to turn information into action. You’ll lead the strategy, governance, and evolution of how knowledge, communications, and enablement come to life across all frontline channels.

What You’ll Do

• Lead the strategy, planning, and delivery of all frontline enablement communications, toolkits, and readiness materials, ensuring teams receive clear and timely updates.
• Drive the long‑term vision, governance, and quality of the Optus knowledge ecosystem, ensuring content is accurate, intuitive, and easy for frontline teams to use.
• Oversee key frontline platforms (MyHub & Circle), championing adoption, user experience improvements, and ongoing roadmap development.
• Partner closely with senior leaders and cross‑functional teams to align on priorities, streamline communication flows, and support smooth product, operational, and regulatory change delivery.
• Use frontline insights and operational data to identify simplification opportunities, uplift content and platform usability, and continuously improve the end‑to‑end enablement experience.
• Define the future enablement strategy and future platform requirements to simplify enablement approaches and drive frontline excitement &  engagement
• Lead and develop a high‑performing team spanning enablement, knowledge management, and platform management, fostering collaboration, innovation, and continuous improvement.

What makes you perfect

• 10+ years in frontline enablement, knowledge management, digital operations, or related fields.
• Strong frontline/channel leadership experience (Retail, Care, Sales, Digital).
• Proven ability to implement and optimise technology platforms.
• Exceptional communication, storytelling, and stakeholder management capability.
• Strength in simplifying complex information and enabling frontline clarity.
• Experience building high‑performing teams and driving continuous improvement.

What's in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.