Manager - Customer Account Changes

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 Manager – Customer Account Changes, you'll play a pivotal role in overseeing and enhancing the performance of customer account change processes. You'll ensure these changes are accurate, secure, compliant, and customer-centric while striving for continuous improvement in process efficiency, controls, and customer experience. 

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

• Lead the delivery of customer-impacting changes by prioritising process, system, and technical initiatives across the Consumer portfolio. 

• Develop and maintain comprehensive policies, processes, and control frameworks to ensure compliance with regulatory and internal standards. 

• Manage daily delivery activities, handle customer concerns, and resolve issues using data and system insights to guide decisions on complex or high-risk matters. 

• Coordinate and influence cross-functional teams, including Product, IT, Operations, Digital, Risk, Legal, and Finance, to achieve seamless customer experiences and operational excellence. 

• Establish and maintain delivery plans, governance structures, and reporting mechanisms to track progress, risks, customer impacts, and business outcomes. 

• Lead post-implementation reviews, root cause analyses, and remediation efforts to embed continuous improvement into future delivery and ways of working. 

• Lead remediation of existing data quality issues (e.g. duplicate accounts, invalid data) while addressing root‑cause process and system gaps to prevent recurrence. 

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

• Proven experience in a regulated consumer environment, preferably within the telecommunications sector. 

• Demonstrated success in end-to-end process ownership, including governance, performance, risk management, and continuous improvement. 

• Exceptional capability in leading cross-functional initiatives, from definition to implementation and benefits realisation. 

• Strong understanding of customer journeys, account and service lifecycles, and the interaction of digital, IT, and network systems in supporting customer and operational processes. 

• A focus on risk, compliance, and controls, with experience managing incidents and balancing customer outcomes with regulatory obligations. 

• Technical and data-driven problem-solving skills, with the ability to analyse system behaviours, interpret data, and use insights to drive process and platform improvements. 

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 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 center. 

• 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 counseling 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