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 mobilebroadbandand digital solutions.

The Associate Director Technical Support leads the endtoend Assurance and technical support experience across all Consumer services ensuring Optus delivers industryleading 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 customercentric execution. You will shape the future Assurance operating model lead highimpact improvement programs strengthen technical capability and enable scalable resilient technical support that restores service quickly and reduces recurring faults.

What Youll Do

• Leading the evolution of the Technical Supportoperatingmodel delivering scalable resilient and futureready Assurance operations aligned to Optus customer experience strategy.

• Holding endtoend accountability for Assurance customer experience ensuring consistent highquality 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 costtoserve.

• Providing enterpriselevel 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.

• Provenexpertisein customer analytics commercial competence and strategy deliverydemonstratingskill in balancing customer outcomes cost efficiency and service reliability.

• Advanced skills in operational transformation process improvement and digital/AIenabled serviceoptimisation.

• Outstanding judgement decisionmaking and collaborator influence skills withdemonstratedsuccess resolving highimpact service issues across crossfunctional groups.

• Strong leadership presencedemonstratedby building capability leadinglarge dispersedteams and composing a results-focused customer-focused culture.

The good stuff.

• Competitiveremunerationand 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 includingadditionalConnecteddaysto focus on culture family health community orwhateversimportant to you.

• We support growing families with inclusive carer-neutral paid Parental Leave of up to16 weeks.

• Direct your own development and build future-ready skills with Optus Us 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 or call. Were here to help.

For more information on Diversity Inclusion & Belonging at Optus please visit Experience:

Director