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.

The Senior NBN Manager leads a team of wholesale NBN customer fault and activations analysts passionate about activations and assurance support. The team includes 3-5 direct members. This role plays an important planning part to ensure smooth rollout of changes and new products. It also involves fostering strong engagement, which is essential for the team’s success.

What You’ll Do | Your day to day will consist of

• Guide and direct a team of NBN Customer Fault and Activations Analysts, maintaining high involvement and perfect fulfillment of tasks.
• Provide outstanding leadership and support to your team, collaborating with internal and external partners to develop world-class customer service and business solutions.
• Lead all aspects of the validation, qualification, and activation of OW services, delivering excellent customer service and timely management of partner concerns outside business hours.
• Manage performance metrics and customer service agreements, achieving complex results by effectively engaging with senior collaborators.2

What You Bring | What makes you perfect for the role?

• Proven leadership experience in managing teams within a telecommunications environment.
• Solid knowledge of guideline methodologies such as ITIL and Six Sigma.
• Outstanding ability to influence and engage with senior collaborators and resolve complex issues.
• Strong financial competence with the ability to manage budgets and drive achievement of stretch targets.

The good stuff…. | What’s in it for you?

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding 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 colleague-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.

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