Associate Director, Operations Analysis and Assurance

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

Based in Macquarie Park, Sydney, we're seeking a strategic AD Operations Analysis and Assurance leader to drive operational excellence and transformation across our Enterprise and Business division. You'll be accountable for strategic decisions, leading business improvement initiatives, and delivering business value through operations assurance and continuous improvement.

This role has a strong strategic focus—challenging the status quo, developing the scope, requirements and business case of the improvement and transformation programs, building deep stakeholder relationships, and leading change through business practice, process, and technology improvements. You'll champion industry best practices (ISO compliance, AI/ML, DevOps, ITIL) while driving automation, AI adoption, and digitization.

Your impact spans our extensive customer base across Wholesale, Government, Enterprise, and Mid-market segments, with matrix management of a large team. You'll be a key stakeholder in major IT systems including ServiceNow, My Business Portal, and IRIS.

What You’ll Do

• Transform analytical insights into actionable solutions while effectively challenging the ‘status quo’
• Analyse performance trends, solve complex problems, and identify metrics that deliver step-change improvements. Develop the requirements that form the foundations of the improvement and transformation programs
• Lead transformation activities and drive continuous improvement initiatives that deliver measurable value in cost, efficiency, and customer experience
• Engage and influence stakeholders at all levels including executive leadership to drive collaborative business outcomes
• Develop and execute business cases, change management plans, and transformation programs to budget, scope, and timelines
• Lead and coach matrix teams through operational excellence, transformation and change
• Mentor teams, guide partners, offer strategic data insights whilst building strategic relationships with clients and leaders across OptusDrive automation opportunities to achieve operational excellence

What makes you perfect for the role?

• Extensive experience in Senior Managed Services roles in a Telco environment
• In depth Data analysis expertise to identify trends, conduct root cause analysis, provide solutions, plan and influence outcomes with Executives and implement strategy with the team
• Experience in developing scope, requirements and business case for improvement and transformation programs
• People leadership in a matrix organisation with excellent communication, influencing, and change management skills
• Project and program management expertise in a complex environment, delivering to budget, scope, and timelines
• Proven track record leading transformation activities with proven results
• Critical thinking with the ability to translate objectives into operational tasks with a clear plan
• Strong business analysis, project development, and documentation skills
• C-level stakeholder engagement and negotiation experience

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.
• 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