Associate Director, Retail Frontline Systems

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

The Associate Director, Retail Frontline Systems plays a pivotal role in improving the everyday experience of our Frontline teams, ensuring they’re empowered to deliver outstanding customer experiences. Acting as the voice of the frontline, you’ll work closely with teams across Retail and the wider Optus enterprise to develop the strategic vision for the future of our Frontline systems.

In this role, you’ll partner with cross‑functional stakeholders to scope and support the delivery of key technology and systems initiatives that drive our Retail strategy. You’ll also champion the adoption of AI and foster a culture of autonomy, continuous improvement, and cross‑functional collaboration, enabling teams to deliver impactful outcomes and an industry‑leading customer experience.

What You’ll Do 

• Diagnose system challenges by elevating the voice of Frontline teams to identify key areas of underperformance and drive impactful system and process improvements.
• Shape the future vision for Frontline systems by utilising frontline and customer insights, ensuring alignment with Retail LT priorities and the broader Retail transformation roadmap.
• Craft pragmatic solutions by partnering with Technology and frontline teams, embedding AI, automation, and simplicity into all solution designs.
• Develop strong business cases with the Senior Director, Transformation & Delivery, and key business partners to ensure proposals are evidence‑based, well‑scoped, and strategically aligned.
• Drive solution delivery through robust project planning, ensuring systems improvements are resourced optimally and delivered to meet objectives.
• Lead project governance by maintaining strong reporting and accountability across all Frontline Systems projects to ensure timely, in‑scope delivery of outcomes.

What You Bring 

• A strong understanding of Retail frontline operations, including store‑level systems and processes.
• A passion for crafting a best‑in‑industry system experience that empowers our Frontline teams.
• Excellent problem‑solving and root‑cause analysis skills.
• The ability to influence, collaborate, and work hands‑on with Technology, Transformation, and Frontline team members.
• Hands on experience in technology, systems, AI, or project management within transformation environments.
• Proven track record to deliver frontline improvements and customer experience initiatives.

The good stuff…. 

• 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.
• 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.

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

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