Manager - Customer Service Changes

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

In this role, you will have the opportunity to drive significant customer service changes that will build the future of our consumer portfolio. As the Manager – Customer Service Changes, you will lead the end-to-end ownership and performance of customer service change processes. Your work will ensure these changes are secure, compliant, and truly customer-centric, while continuously improving process efficiency and overall customer experience.  

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

• Lead the delivery of customer-impacting change initiatives across the Optus Consumer portfolio, ensuring frontline operational readiness, clear training materials, and effective decision-making. 

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

• Manage daily delivery activities, including customer concerns and issue resolution, using data insights to identify root causes and guide decisions. 

• Coordinate and influence cross-functional teams, including Product, IT, Operations, Digital, Risk, Legal, and Finance, to achieve outcomes that improve customer experience and operational performance. 

• Establish delivery plans, operating rhythms, and governance, providing clear reporting on progress, risks, training completion, and business outcomes. 

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

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

• Proven experience in a regulated consumer environment, preferably within the telecommunications or similar industries. 

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

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

• In-depth understanding of customer journeys, account and service lifecycles, and the interaction of digital, IT, and network systems. 

• Experience in operating within regulatory and risk frameworks, managing incidents, and balancing compliance with customer outcomes. 

• Technical and data-focused problem-solving skills, with the ability to examine system behaviour and operational metrics to foster 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 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