Senior Director, Product & Process
Date: 10 Feb 2026
Location: Macquarie Park, Australia
Company: Singtel Group
Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
We're transforming the way customers experience mobile at Optus — simplifying products, modernising journeys, and building the next generation of mobile experiences. As our Senior Director, Product & Process – Mobile, you'll lead this change.
This is a high‑impact, senior leadership role responsible for the end‑to‑end performance of our core Mobile processes — spanning early‑stage customer exploration, onboarding, and technical support. You'll drive process excellence, product simplification, and customer‑centric design across one of Australia's largest mobile businesses.
What You'll Do
* Own and lead Mobile's core product processes, ensuring seamless, intuitive customer journeys across early‑stage engagement, onboarding, and technical support.
* Drive process simplification as part of Optus' 5‑year transformation.
* Lead the Mobile Process stream for Future Simple Product — shaping modular, flexible mobile offerings of the future.
* Set and manage process KPIs across customer experience, operational performance, cost and risk.
* Lead and develop a high‑performing team of Process Managers and Sub‑process Owners.
* Provide executive‑level influence, clearing barriers and aligning stakeholders across Digital, IT, Networks, Operations, Finance, Risk and more.
* Oversee process governance and ensure continuous improvement through data‑driven decision making.
What makes you perfect
* 10+ years' experience in product management, process excellence, or transformation leadership (telecommunications preferred).
* Demonstrated deep expertise in customer experience and a proven track record of leading end‑to‑end CX performance.
* Strong track record leading large‑scale process simplification and customer‑journey transformation.
* Deep understanding of process design, governance, and operating model uplift.
* Highly commercial, strategically minded, and comfortable operating at executive level.
* Background in telco or a highly digital, service‑led industry is preferred.
* Skilled in driving cross‑functional outcomes in complex environments.
* Analytical, customer‑obsessed, and action‑oriented.
* Proven ability to inspire and develop teams through transformation.
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.
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 We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit