Associate Director, TPM - B2B CRM

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

As Associate Director, Technical Platform Manager for B2B CRM, you will manage Optus’ CRM platforms and related services for the B2B channel. Your duties include building, delivering, managing, and strategizing these platforms.

You will guide an engineering team to develop, simplify, maintain, operate, and transform platforms, ensuring compliance, scalability, and security. You will own platform adoption, performance, and growth by introducing new features and solutions that support the business strategy.

What You’ll Do

• Coordinate the design and development of scalable B2B CRM platforms.
• Define the vision, strategy, and roadmap for a futuristic B2B CRM that underpins business-critical processes.
• Provide technical leadership by guiding engineering teams through complex platform-level challenges, promoting scalable architectures, and ensuring engineering guidelines are applied.
• Ensure that CRM strategy aims to simplify technical complexity and customer processes.
• Partner with key collaborators - enterprise architecture, business teams, and cyber security.

• Assess and evaluate migration strategies to move data effectively from a legacy platform into SaaS.
• Drive continuous improvement through enhancing platform performance, improving customer experience, and reducing technical debt.
• Define, develop, and communicate the platform roadmap to internal collaborators.
• Collaborate with policy, compliance, and business teams to ensure platform solutions meet regulatory and operational needs.
• Coordinate platform releases, prioritize backlog items, and ensure high availability and platform resilience.
• Champion the use of new technologies that alleviate platform and system proliferation.

What You Bring

• Outstanding understanding of CRM technologies including systems like OutSystems and Salesforce.
• Established skill in developing solutions that securely authenticate a customer’s identity information.
• Strong communication skills: ability to synthesize complex discussions, write succinctly, and present to senior collaborators.
• Leadership and collaborator management skills to align engineering, compliance, legal, and operations teams around a unified identity roadmap.
• Experience in creating platform backlogs, concentrating on core CRM functions, managing releases, and ensuring high availability and operational resilience.
• Awareness of Australian regulatory frameworks governing identity data and verification.
• 4+ years in Technical/Product/Platform Management for identity verification related software.
• Demonstrated experience working with platform engineering teams, ideally with a background in building or integrating complex distributed systems.
• Strong leadership skills with a demonstrated ability to influence across groups to achieve results.

The good stuff…

• 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.
• 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 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.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

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

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