About the Role
Are you ready to drive transformation and operational excellence at scale? Optus Wholesale is seeking an experienced and visionary Associate Director, Operational Excellence Manager to shape and govern our Operational Excellence framework. This pivotal role ensures proactive assurance, digital innovation, and customer‑centric support models that enable Next Generation Operations.
As a strategic advisor to senior leadership – based in Macquarie Park, Sydney, you will safeguard the operational performance of a high revenue portfolio, influencing service strategies across the organization. Your leadership will deliver measurable improvements in customer experience, operational efficiency, and risk management across all product portfolios, including CPaaS, Mobile, Fixed Broadband, and Voice, supporting MVNOs and challenger brands such as Amaysim, Coles, and OnePass mobile.
Your day to day will consist of
* Define and maintain governance frameworks for operational excellence and proactive assurance.
* Serve as executive sponsor for major improvement programs impacting the entire Optus Wholesale and broader enterprise portfolio.
* Provide strategic input into operational plans aligned with corporate objectives and customer success.
* Drive enterprise transformation programs, including mobile onboarding, BSS resiliency uplift, and IT architecture reviews.
* Champion adoption of next-generation digital tools and support models.
* Lead customer readiness for new technologies, ensuring full adoption.
* Develop cross‑functional use cases for digital innovation and next‑gen tooling.
* Lead regulatory and risk mitigation programs to ensure compliance and protect customer trust.
* Oversee compliance initiatives such as mobile onboarding, IPND error reduction, and NBN notification risk mitigation.
* Maintain operational risk and fraud registers; integrate learnings into improvement plans.
* Act as primary liaison for revenue assurance matters.
* Establish proactive monitoring dashboards and assurance models for critical platforms.
* Embed Voice of Customer (VOC) insights and industry trends into operational strategies.
* Lead VOC‑driven initiatives including CSI analysis and CX clinics.
* Uplift technical capability and engagement through training and coaching on process improvement methodologies.
What makes you perfect for the role?
* Years in senior leadership roles within telecommunications and/or ICT.
* Proven ability to define and execute long‑term operational strategies in dynamic markets.
* Track record in leading large‑scale transformation programs and digital innovation initiatives.
* Strong commercial acumen with experience managing major budgets and contractual governance.
* Expertise in risk and compliance leadership, including regulatory programs and data protection.
* Skilled in executive‑level stakeholder engagement (CIO, CTO, CCSO) and influencing cross‑functional teams.
* Demonstrated capability in implementing methodologies, operating models, and governance frameworks.
* ITIL certification with deep knowledge of Service Management lifecycle, Incident and Problem Management.
* Lean Six Sigma Black Belt.
* High proficiency in data analysis, reporting, and digital tools.
The Good stuff
* 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. 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 https://www.optus.com.au/about/inclusion-diversity
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