AI Programs Lead: Digital Governance & Automation

Vocus Group; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working environment

Discounts on utilities

Retail discounts

Extra leave days

Study assistance

Wellbeing programs

Career development

Job summary

Vocus Group in Melbourne is seeking an AI Program Analyst to support, design, maintain and improve the Service Management ecosystem powering AI Agent workflows and digital self-serve experiences.

You will work with Operations, Product, Technology and other teams to govern AI releases, coordinate testing and deployment, and drive continuous improvement across AI initiatives, automation, and governance.

Qualifications

• Minimum of 3 years’ experience in the Telecommunications industry.
• Experience in operations, technology or digital transformation.
• Experience coordinating AI, robotics processing, automation or digital initiatives.

Responsibilities

• Coordinate AI and digital initiatives across the full delivery lifecycle including discovery, build, testing, release, and transition to BAU.
• Act as the primary operational point of contact for AI initiatives across Service Management.
• Coordinate activities with internal stakeholders and external delivery partners.
• Support testing, validation, and release activities to ensure solutions are fit for purpose.
• Monitor performance, accuracy, and behaviour of defined guardrails.
• Triage and coordinate AI related issues, defects, and improvement opportunities.
• Maintain platform hygiene including operational controls, process alignment, governance artefacts, and the business continuity plan.
• Support governance reporting and compliance activities related to AI usage and risk.
• Own and maintain AI‑related knowledge bases and process documentation.
• Identify and drive improvement opportunities enabled by AI, automation, and digital tooling.
• Support problem management activities by identifying systemic issues and recommending improvements.
• Analyse AI and digital performance data to assess effectiveness and operational impact.
• Produce regular reporting on performance, benefits realisation, risks, and opportunities.
• Support the definition and tracking of KPIs aligned to assurance efficiency and customer experience.
• Coordinate with internal teams including Operations, OCC, Product, Technology, Network, Sales, Delivery, and Regulatory.
• Act as a trusted operational interface between Support Operations and external partners.
• Provide clear communication and status reporting to leadership and stakeholders.
• Identify opportunities to automate manual processes and reduce operational effort.
• Support prioritisation of automation initiatives based on operational value and readiness.
• Contribute to the ongoing digital evolution of Support Operations.

Skills

Stakeholder management

AI coordination

Governance

Communication

Problem solving

Job description

Vocus Group in Melbourne is seeking an AI Program Analyst to support, design, maintain and improve the Service Management ecosystem powering AI Agent workflows and digital self-serve experiences.

You will work with Operations, Product, Technology and other teams to govern AI releases, coordinate testing and deployment, and drive continuous improvement across AI initiatives, automation, and governance.