Operations Manager Fixed Activations Onboarding

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

Were seeking an Operations Manager Home Onboarding to lead the end-to-end onboarding and activation experience across the Fixed Consumer portfolio. Youll 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 youll ensure activation capabilities are best-in-class scalable and resilient accelerating order-to-activation timelines while optimizing speed reliability and cost-to-serve.

What Youll 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 inNBNstakeholder forums governance meetings and operational performance reviews

• Lead geographically dispersed teamsandestablisha 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 toidentifysystemic 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 toidentifysystemic drivers of activation failure and lead root-cause remediation

Whats in it for you

• 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.

• Vibrant and collaborative office campus that includes cafes convenience store chill out zones GP post officegymand on-site childcare centre.

• Competitive leave policies includingadditionalConnected days to focus on culture family health community orwhateversimportant 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 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 callto help. When you contact us pleaseadviseyour preferred method of contact and we will be in touch within 48 hours.

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

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