Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam? We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
About The Role As a Migration Engagement Manager, you will lead the customer engagement and commercial execution of large‑scale customer product migrations within a telecommunications environment. The role is accountable for ensuring impacted customers are informed, supported and successfully transitioned from legacy products and platforms to target solutions, with minimal service disruption and strong commercial outcomes. Operating at the intersection of Customer Success, Sales, Product and Network Delivery, you will own the end‑to‑end customer journey for assigned migration programs. This includes cohort segmentation, customer communications, commercial alignment (retention, re‑contracting, upgrades), cutover readiness and post‑migration stabilisation.
You will balance customer experience, delivery risk and commercial objectives while operating within robust governance frameworks. This role is critical in proactively identifying churn risk, managing customer dependencies, and coordinating cross‑functional teams to deliver controlled, compliant and repeatable migration outcomes. The role follows the hybrid model and may require security clearance.
What You’ll Do In The Role Customer Engagement & Migration Delivery
Own end‑to‑end customer engagement for assigned product migration programs, from initial notification through cutover and post‑migration stabilisation.
Segment customers into logical migration cohorts and design clear, repeatable customer journey plans aligned to delivery and commercial constraints.
Act as the primary customer point of contact during migration, managing expectations and decision‑making through periods of change.
Communications & Change Management
Develop and execute compliant customer communications in partnership with Marketing/Comms, including service‑impact notifications, changes to plans, pricing or features, and required customer actions.
Ensure communications are aligned to regulatory, contractual and brand requirements and delivered through approved telco channels (email, SMS, outbound calling, customer portals, FAQs).
Coordinate timing and sequencing of communications to support readiness gates and cutover windows.
Commercial Alignment & Retention
Partner with Account Owners and Solution Consultants to validate target products and migration pathways for each customer.
Support development of migration proposals, quotes and contract changes, including re‑contracting, upgrades and price‑plan transitions, in line with billing and provisioning rules.
Proactively identify and manage churn and revenue risk, coordinating retention strategies and escalations as required.
Governance, Risk & Readiness
Maintain robust governance artefacts, including migration run sheets, cohort trackers, RAID logs and stakeholder reporting.
Drive change control across scope, eligibility, cutover schedules and communications to protect delivery outcomes.
Identify delivery and service‑impact risks early (e.g. provisioning, porting, third‑party dependencies) and coordinate mitigation and contingency plans.
Cutover & Service Assurance
Work closely with Network Operations and Service Delivery teams to coordinate cutover readiness, execution and stabilisation.
Support incident communications and customer updates during migration windows and ensure clear handover into BAU support post‑migration.
Data, Reporting & Continuous Improvement
Maintain accurate customer, service and site data within CRM and migration tooling to support eligibility validation, reporting, auditability and performance insight.
Monitor migration progress and customer health metrics, providing regular updates to internal stakeholders.
Capture customer feedback and migration insights and translate these into improvements to migration playbooks, communications and processes.
Cross‑Functional Collaboration
Work with the Migration Lead and Migration Program Manager to plan capacity, prioritise cohorts and secure cross‑functional support across Product, Sales, Marketing/Comms, Delivery and Care.
Build strong working relationships across delivery and commercial teams to ensure aligned execution at scale.
What You’ll Bring To The Role
Minimum 3+ years' customer success/service leadership;
Customer communication and stakeholder management: Proficient (able to tailor messaging, manage objections and drive clear decisions).
Core selling & solution alignment (working with Sales/SCs to position the target product and progress approvals): Proficient
Telco product migration knowledge (plans, features, contract terms and impacts to billing/provisioning): Working
Operational cutover & service assurance (cutover windows, readiness gates, incident/customer comms): Working
Commercial acumen (retention/re‑contracting): Working
Migration planning & customer journey management (readiness, sequencing, dependencies): Working
Data literacy & reporting (cohort tracking, dashboards, CRM hygiene): Working
Risk (churn/delivery) identification & mitigation (RAID, escalation, contingency planning): Proficient
Systems and tooling (CRM, Excel, reporting dashboards, workflow trackers): Working
What We Offer
Diverse and dynamic teams with a supportive and inclusive culture.
Supportive career development plans with comprehensive ongoing training, support and development opportunities.
Flexible hours and a hybrid working environment.
Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave and 5 extra days of Vocus leave each year, plus more.
Study assistance programs to excel your personal growth, learning and development.
Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological and physical perspective.
About Us As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high‑capacity fibre connecting people, businesses, governments and communities across Australia to the world. Through our well‑known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of building critical connections that enable better possibilities.
Ready to take the next step? If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less‑likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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