State Ops Capability Manager for Western Australia

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

The State Operations Support & Capability Manager for Western Australia is responsible for driving operational consistency, capability, and execution across the Optus retail network within their state. Reporting to the AD Channel Operations Support, this role provides training in Pronto, Jarvis, and core operational systems, offers day‑to‑day operational guidance, and upholds compliance and operational standards. It also delivers mentoring to Territory Operations Managers (TOMs), Retail Operations Specialists (ROS), Store Managers, 2ICs, and emerging leaders, ensuring they meet key operational and compliance KPIs while serving as the state’s subject matter expert for systems, processes, inventory, and cash handling.

As the primary point of contact for operational support, the role resolves a wide range of store queries, supports campaigns, product launches, and business initiatives, and conducts regular store visits to uplift performance. It leads the Retail Taskforce, engages L2 and L3 process owners to address store difficulties, and ensures State Managers are aware of any outstanding stock or cash issues requiring escalation. Ultimately, the State Operations Support & Capability Manager strengthens operational execution across the region and provides guidance to all TOMs within the state.

What You’ll Do

• Provide state-level systems expertise by acting as the Pronto and Jarvis SME, delivering training, troubleshooting, and ongoing operational support, and maintaining related content on Circle.
• Lead operational capability building by training and upskilling TOMs, ROS, store leaders, and new store teams across all operational, inventory, cash, and Pronto processes.
• Support store operations end-to-end including onboarding, store transitions and closures, accurate stock and cash processes, and responding to day‑to‑day operational, merchandising, WHS, and system support requests.
• Conduct regular store engagement through monthly store visits to provide training, capture feedback, identify risks, and uplift operational performance.
• Drive operational excellence and continuous improvement by escalating risks, supporting retail initiatives and campaigns, mentoring on retail finance metrics, and championing strong safety and compliance standards across the state.

What makes you perfect for the role?

• Extensive retail and operational expertise, including a minimum of 5 years’ Optus retail experience, strong knowledge of retail operational processes, and hands‑on experience supporting multiple store sites.
• Proven capability in training and mentoring, with demonstrated experience delivering operational, systems, and Pronto training, and strong communication and stakeholder engagement skills.
• Technical proficiency in Pronto, with additional value placed on experience conducting stocktakes, inventory processes, and exposure to retail partner operations.
• Strong behavioural competencies, including problem‑solving, strategic thinking, resilience, innovation, ethical conduct, and the ability to operate in ambiguity, multitask, and work independently at pace.
• Desirable added capabilities, such as project or continuous improvement experience, developing retail execution strategies, and effective time management.

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