Associate Director, Enablement & Embedding

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

We're seeking an Associate Director – Enablement & Embedding to lead enterprise-wide frontline execution outcomes across our Contact Centres. This executive leadership role owns how change, go-to-market activity, customer response, and risk insights are translated into safe, consistent, and sustained execution.

You'll lead the Enablement & Embedding operating model, ensuring initiatives are effectively adopted, stabilised, and embedded into frontline behaviour. Operating as the primary executive owner of frontline execution risk, you'll balance speed to deliver with customer impact, compliance obligations, partner capability, and frontline capacity while leading a team of enablement leaders across multiple portfolios and geographies. 

What You'll Do

• Lead the Enablement & Embedding operating model, ensuring initiatives land effectively and are sustained in frontline execution across all Contact Centre portfolios (Service & Sales, Technical Support, Enhanced Care & Complaints)  

• Own end-to-end enablement and embedding plans including rollout approach, reinforcement, and post-launch adoption with quarterly roadmaps aligned to the enterprise change pipeline  

• Set standards and toolkits for enablement assets (playbooks, huddles, leader toolkits, troubleshooting guides) ensuring consistent delivery across internal and partner sites  

• Translate customer, compliance, regulatory, and operational insights into targeted interventions and establish site-based embedding rhythms that drive adoption and close execution gaps  

• Provide executive-level visibility and reporting on enablement readiness, adoption risks, partner execution quality, and realised benefits to SLT/ELT and governance forums 

What makes you perfect for the role? 

• 10+ years' experience in Contact Centre enablement, change delivery, capability embedding, or operational leadership with proven multi-portfolio, multi-site execution  

• Executive-level stakeholder engagement and governance experience with strong judgement in regulated environments  

• Deep understanding of frontline operating models, adoption dynamics, and execution risk management  

• Portfolio delivery and change leadership capability with data-driven insight and executive storytelling skills  

•  Influence without authority with strong people leadership, coaching mindset, and ability to simplify complexity under pressure 

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. 

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. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. 

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

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