Senior Director, Execution & Experience

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 seeking an exceptional executive leader to join Optus as Senior Director, Channel Execution & Experience, responsible for maximising frontline effectiveness across Retail, Contact Centre, Digital and Partner channels.

This highly strategic role sits at the intersection of customer experience, operational excellence and commercial performance. You will ensure products, campaigns, propositions and business initiatives are simple, customer-focused and executed successfully across all customer-facing channels.

What You'll Do

Reporting to the EGM, Ops, Enablement & Partnerships, you will:

• Lead frontline execution, readiness and enablement across multiple channels.
• Drive customer and frontline experience improvements through insights, feedback and continuous improvement programs.
• Accountable for ensuring business priorities align with frontline capability and customer outcomes.
• Drive knowledge, learning and AI-enabled capability solutions that improve productivity and performance.
• Lead merchandising execution and strengthen strategic partnerships with key vendors including Apple, Samsung and Google.
• Partner with senior leaders across Product, Marketing, GTM, Operations and Technology to shape initiatives that are commercially successful and operationally executable.
• Build and develop a high-performing leadership team focused on simplification, innovation and customer outcomes.

What makes you perfect for the role?

You are a proven executive leader with:

• 15+ years' experience in large, complex customer-facing organisations.
• Experience leading enterprise-wide transformation, customer experience, operations or enablement functions.
• A demonstrated ability to balance commercial growth, customer outcomes and operational performance.
• Strong stakeholder management and influencing skills at Executive level.
• Experience leading large, multidisciplinary teams across complex environments.
• A passion for simplification, continuous improvement and developing future leaders.

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 ***************@optus.com.au or call 1800 309 ***.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity