Associate Director, Product and Process

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 and customer-focused Associate Director, Product & Process to own and optimise key mobile customer journeys end-to-end.

In this role, you will lead the design, performance, and continuous improvement of customer-facing processes—ensuring they deliver seamless, simple, and high-quality experiences. You will work across digital, contact centre, retail, and AI-enabled channels to drive outcomes aligned with our ambition to be easier to trust and easier to choose.

What You’ll Do

• Own end-to-end mobile processes, ensuring they operate effectively and at the right level of maturity
• Define and deliver strategy and roadmaps to continuously improve customer journeys and business performance
• Champion customer experience, designing processes from customer needs backwards across all channels, including digital, contact centre, and retail
• Leverage data and insights to monitor performance, identify issues, and drive measurable improvements   
• Collaborate cross-functionally with Product, IT, AI, Contact Centre, Finance, Risk and Retail teams to ensure aligned delivery   
• Oversee delivery and change, including new features, process enhancements, and defect resolution   
• Develop business cases for improvements that enhance customer experience, reduce costs, and increase digital adoption   
• Drive continuous improvement, removing blockers and uplifting underperforming processes

What makes you perfect

This role would suit someone who is commercially minded, data-driven, and passionate about improving customer outcomes and driving change in complex environments.

You bring:

• 7–10 years’ experience in product, process, or customer experience leadership  
• Strong stakeholder management skills, with the ability to influence across diverse teams
• A data-led mindset, using insights to inform decisions and improvements
• Experience managing end-to-end delivery and process performance
• A strong sense of ownership and accountability, with the ability to navigate ambiguity
• Knowledge of Lean Six Sigma and product thinking approaches  
• Exposure to digital and AI-enabled customer experiences (desirable)  

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.