Director, CC Service Operations

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

The Director, Service Operations leads end‑to‑end service delivery perfection throughout Optus’ customer support centres, ensuring critical customer journeys—spanning service requests, inquiries, onboarding, and retention—are stable, scalable, and high-performing. Being responsible for nearly 1,000 offshore delivery partner FTE, this role drives operational execution, partner performance, and the delivery of AOP service strategy. With accountability for service stability, commercial efficiency, and customer experience outcomes, the Director shapes a resilient operational ecosystem that enhances NPS, reduces demand, improves service speed, and builds a customer-focused culture across multiple countries and partner environments.

We are open to applications from Melbourne, Sydney and Adelaide.

What You’ll Do

• Leading day‑to‑day operational performance across all Service Contact Centres, guaranteeing predictable, high‑quality service delivery across voice, digital, messaging, and case channels.
• Driving strong partner performance and operational uplift across offshore vendors, building capability, engagement, and alignment to Optus standards and expectations.
• Owning governance, reporting, and performance visibility, including business reviews, incident forums, and executive updates on operational health.
• Achieving AOP targets by optimising cost‑to‑serve, uplifting workforce productivity, reducing demand, and improving customer experience metrics such as NPS and churn.
• Embedding continuous improvement through data‑driven insights, systemic issue remediation, and operational innovation to strengthen service stability and customer satisfaction.

What You Bring

• Advanced leadership capability with experience driving large, geographically dispersed or offshore service operations in fast‑paced, high‑volume environments.
• Strong commercial competence with a track record of balancing customer outcomes, operational performance, and cost efficiency at scale.
• Advanced skills in influencing collaborators, managing relationships, and negotiating across complex internal and external delivery ecosystems.
• Expertise in operational governance, risk management, and decision‑making in fast paced or ambiguous scenarios.
• Strong analytical, problem‑solving, and continuous improvement capabilities, with the ability to translate data into actionable service delivery improvements.

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. We're here to help.

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