Associate Director, Contact Centre Tech Support 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 Associate Director, Technical Support leads the end‑to‑end Assurance and technical support experience across all Consumer services, ensuring Optus delivers industry‑leading service restoration, stability, and customer outcomes. Operating across complex technical, operational, and commercial environments, this role drives strategic transformation, uplifts service reliability, and embeds disciplined, customer‑centric execution. You will shape the future Assurance operating model, lead high‑impact improvement programs, strengthen technical capability, and enable scalable, resilient technical support that restores service quickly and reduces recurring faults. 

What You’ll Do 

• Leading the evolution of the Technical Support operating model, delivering scalable, resilient, and future‑ready Assurance operations aligned to Optus’ customer experience strategy. 

• Holding end‑to‑end accountability for Assurance customer experience, ensuring consistent, high‑quality technical outcomes that improve service restoration and reduce failure demand. 

• Driving transformation programs that uplift productivity, reduce repeat contacts, streamline service design, and materially lower cost‑to‑serve. 

• Providing enterprise‑level leadership across Operations, Networks, Product, and Technology to resolve systemic issues and shape future product, network, and customer experience improvements. 

• Leading geographically dispersed teams and partners, building technical capability, strengthening governance, and embedding a culture of continuous improvement and disciplined execution. 

What You Bring  

• Senior leadership experience across technical support, assurance, customer operations, or complex service environments, with strong strategic and analytical capability. 

• Proven expertise in customer analytics, commercial competence, and strategy delivery, demonstrating skill in balancing customer outcomes, cost efficiency, and service reliability.  

• Advanced skills in operational transformation, process improvement, and digital/AI‑enabled service optimisation. 

• Outstanding judgement, decision‑making, and collaborator influence skills, with demonstrated success resolving high‑impact service issues across cross‑functional groups.  

• Strong leadership presence demonstrated by building capability, leading large dispersed teams, and composing a results-focused, customer-focused culture.  

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