Job Description

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

As the Associate Director, you will coordinate Sales Operations in the Contact Centre environment. You will lead the entire sales experience across telephony and messaging platforms while ensuring compliant, ethical, and customer-focused sales You will work at the intersection of customer outcomes, commercial performance, and operational governance. This role involves delivering balanced revenue growth, improving sales capability, and embedding disciplined, customer-focused execution in all contact centre sales functions or equivalent experience in operations. This role develops the future framework for sales. It drives strategic transformation, improves channel performance, and ensures Optus achieves its ambition to lead the industry in trusted, high-quality, and scalable sa. les performance.

Your day to day will consist of

• Leading the strategic evolution of the Contact Centre Sales framework, ensuring it remains scalable, resilient, and aligned with long‑term customer and commercial strategy.
• Holding end‑to‑end accountability for the Sales customer experience across Voice and Messaging, ensuring compliant, high‑quality, and customer‑protective outcomes at scale.
• Driving continuous improvement in the caliber of sales, compliance, and workforce capability to materially reduce mis‑selling, customer harm, complaints, and regulatory breaches.
• Delivering sustainable commercial outcomes by improving productivity, reducing cost‑to‑serve, and optimising performance across dispersed partner and internal teams.
• Providing enterprise‑level leadership across cross‑functional initiatives, influencing product readiness, service design, and systemic improvements that enhance customer value.

What You Bring

• Senior‑level leadership experience across customer service sales environments, customer operations, commercial performance, or regulated settings.
• Proven capability driving large‑scale transformation, embedding new operating models, and uplifting sales execution, governance, and compliance frameworks.
• Advanced commercial, analytical, and strategic skills, with the ability to balance revenue growth, customer experience, regulatory obligations, and operational efficiency.
• Exceptional communication, judgment, and stakeholder‑influence skills, including experience partnering with Product, Marketing, Finance, Operations, and external vendors.
• Strong leadership capability with a track record of building high‑performance cultures, improving sales expertise, and delivering sustained improvements in sales quality and outcomes.

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.
• 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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

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