Associate Director, Remediation

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

As the Associate Director, Remediation, you will play a key role in driving the effective delivery of Optus's customer remediation function, ensuring fair, timely, and customer-centred outcomes across complex complaint management, systemic issue resolution, and regulatory compliance. You will lead the development and execution of detailed strategies to support both a compliant and customer centric experience.  

What You’ll Do | Your day to day will consist of 

• Lead and optimise a team of remediation case managers to ensure consistent application of remediation standards, frameworks, and methodologies across all programs managed by the team. 

• Influence internal culture and decision-making to align with fair, reasonable, and ethical customer standards. 

• Oversee the resolution of escalated customer claims, both internal and external, ensuring timely and satisfactory resolutions. 

• Collaborate with cross-functional teams to address and eliminate complaint drivers through data-led insights. 

• Embed operational excellence initiatives to improve customer experience, ensuring alignment with industry standards and regulatory requirements. 

• Mentor and develop future talent, encouraging a culture of innovation, collaboration, and continuous improvement. 

What You Bring | What makes you perfect for the role? 

• Tertiary qualification in a business-related field. 

• Minimum of 10 years of experience in customer service and operations roles, with at least 5 years leading teams in large, fast-paced environments. 

• Prior experience with managing teams in a remediation framework is highly desirable. 

• Proven leadership in transforming and managing complex service operations, preferably in telco, essential services, or government sectors. 

• Outstanding critical thinking and problem-solving skills, with a passion for improving customer outcomes. 

• Excellent communication and collaborator management skills, with the ability to influence and encourage teams. 

• Dedication to ethical standards and fair treatment of all customers. 

The good stuff…. | What’s in it for you? 

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners. 

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home. 

• 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 colleague-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.  

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