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Associate Director, Product Management Postpaid - Parental Leave Cover At Optus, we don't sit back and let the future happen to us - we're out there making it.
By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
We are looking for an Associate Director, Product Management Postpaid, a key leadership role within Optus' largest consumer mobile product team, responsible for driving growth in customers, revenue, and profitability.
This role owns the end-to-end roadmap and prioritisation of customer experience (CX) improvements, leads base management strategy and execution in collaboration with the Customer Engagement team—including upsell, cross-sell, and handset upgrades—and coordinates all customer retention initiatives.
Operating within a matrixed environment, the role plays a critical part in optimising the product lifecycle experience and improving value from the existing customer base.
Please note, this is a Parental Leave Fixed Term role of up to 12 months.
The day-to-day responsibilities include: Developing and prioritising the roadmap for customer experience (CX) improvements and retention initiatives, ensuring alignment with cross-functional teams across Digital, Contact Centres, and Networks.
Leading base management strategies in collaboration with the Customer Engagement team, focusing on upsell, cross-sell, and rate-plan optimisation to drive ARPU growth.
Driving improvements in key CX performance metrics through tactical interventions and regular performance management cadence.
Supporting broader team engagement, growth initiatives, and cross-functional leadership as 2IC to the Consumer Postpaid lead.
Delivering on key KPIs including churn reduction, uplift in NPS, increased ARPU, handset renewals, and multi-product adoption across the customer base.
Qualifications and experience required: Proven experience in product, marketing, or business leadership, including 5+ years in major local or international telcos.
Demonstrated expertise in P&L ownership, commercial management, and operating in highly competitive markets.
Proven track record in developing and leading world-class products and services, with deep experience in customer retention, base management, and CX.
Strong background in strategy development, competitive market management, product operations, and digital CX capabilities.
Tertiary qualifications in product, marketing, or business, along with demonstrated enterprise-level leadership in large-scale, complex organisations.
What's in it for you?
3 days in the office, 2 days remote – with flexible hours to suit!
Inclusive paid parental leave, up to 16 weeks for the primary caregiver.
Access to resources, webinars, and support via the 'Parents at Work portal'.
Opportunities for personal growth through extensive online and facilitator-led learning.
Connect with colleagues through employee-led volunteer groups.
Vibrant campus life with facilities including restaurants, cafes, gymnasium, GP, and post office.
Free bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!
Interested in working at Optus?
Search #OptusLife on LinkedIn to see behind the scenes!
At Optus, we value diversity and are committed to providing an inclusive application process for all candidates.
If you require adjustments or accessibility support during recruitment, please contact or call 1800 309 170.
We will respond within 48 hours.
For more on Diversity, Inclusion & Belonging at Optus, visit .
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