Operations Manager - Fixed Activations / Onboarding

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 Operations Manager – Home Onboarding to lead the end-to-end onboarding and activation experience across the Fixed Consumer portfolio. You'll provide strategic and operational leadership for all Fixed connection activations, including NBN New Provide, Relocation, and Migration orders, as well as 5G Fixed customer support. As a critical control point in the customer lifecycle, you'll ensure activation capabilities are best-in-class, scalable, and resilient, accelerating order-to-activation timelines while optimizing speed, reliability, and cost-to-serve. 

What You’ll Do 

• Hold end-to-end accountability for the Fixed onboarding and activation customer experience, ensuring consistent, high-quality outcomes at scale 

•  Drive continuous improvement in service design to reduce customer effort, rework, failure demand, and cost-to-serve  

• Own executive relationships with contact centre and service delivery partners, holding them accountable for performance outcomes  

• Represent the organisation in NBN stakeholder forums, governance meetings, and operational performance reviews  

• Lead geographically dispersed teams and establish a performance-driven culture anchored in accountability and customer outcomes 

What You Bring 

• Advanced Customer Support Operations, Customer Analytics, and Solutions Development experience  
• Strong technical authority with ability to identify systemic drivers of activation failure and lead root-cause remediation 

• Expert Stakeholder Relationship Management with proven ability to lead complex, cross-functional initiatives  

• Advanced Strategic Thinking and business acumen to translate enterprise strategy into operational execution 

•  Advanced Leadership capability to drive performance through culture, talent development, and disciplined execution  

• Strong technical authority with ability to identify systemic drivers of activation failure and lead root-cause remediation 

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  

#LI-EB1