Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
The General Manager of Retail Operations is a key strategic leader responsible for driving operational excellence across Optus' Branded and Partner retail channels. As the primary deputy to the EGM Retail, this role is responsible for day‐to‐day retail operations, ensuring strong execution of the operational agenda and alignment to organisational strategic priorities.
You'll lead continuous improvement, improve commercial performance, and ensure well‐adapted delivery of critical initiatives while maintaining tight alignment with enterprise‐level objectives. Acting as the central coordination point for all retail operational activity, the role builds cohesion across teams and serves as a trusted advisor to senior cross‐functional business partners.
Empowered with delegated authority, the Head of Retail Operations shapes decisions that influence compliance, risk, business performance, and the transformation pipeline—ensuring Retail remains agile, customer‐centred, and positioned for both in‐year success and long‐term strategic growth.
What You'll Do
* Drive operational performance across customer experience, compliance, and sales by coordinating Retail LT, using data and insights to diagnose root causes and uplift performance across Branded and Partner channels.
* Lead continuous improvement by identifying frontline challenges, eliminating errors, and delivering data‐driven initiatives that strengthen processes, including the end‐to‐end "Research & Purchase" journey.
* Coordinate the Retail Risk & Compliance agenda on behalf of the VP Retail—managing fraud governance, BCP development and incident response, risk actions, and improvements across WH&S, privacy, fraud, and sales practices.
* Develop the Retail employee experience by partnering with People & Culture on capability development, career pathways, and an engaging, high‐quality onboarding experience.
* Manage financial stewardship by partnering with Commercial Finance to lead all aspects of and optimise the Retail commissions budget.
* Enable strong trade execution by collaborating with product, marketing, and other internal teams to ensure operational readiness and successful delivery of retail initiatives.
What You Bring
* Retail and regulated‐industry experience, ideally including telco, with knowledge of merchandising, operational standards, rostering, and environments committed to meeting regulatory requirements.
* Exceptional influencing and relationship‐building skills, with ability to constructively challenge, build trust, and form strong networks across senior leadership.
* A customer‐focused approach, with a track record of improving customer experience, removing core issues, and driving loyalty and operational uplift.
* A servant‐leadership approach, leading with humility, empowering frontline teams, and fostering a culture of high engagement and continuous improvement.
* Strong risk and compliance capability, with a sophisticated understanding of risk drivers, control frameworks, and operational risk improvement.
* Experience leading cultural and operational transformation, with the ability to influence perspective shifts and embed new ways of working across diverse teams.
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.
* Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.
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.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity
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