Communications Operations Lead

Transurban; City of Melbourne; On-site; AUD 80,000 - 100,000; Full time

Job summary

A leading infrastructure company in Melbourne is seeking a Communications Operations Lead to oversee outbound communications across various channels. The ideal candidate will possess strong leadership skills, experience in process design, and proficiency in tools like Jira. The role demands excellent stakeholder engagement and a customer-first mindset. This position offers permanent employment with various employee benefits including flexible work options and extensive leave entitlements.

Benefits

Flexible working and leave options

16 weeks paid parental leave

Learning and development opportunities

Health and wellbeing support

Share offers and insurance benefits

Social activities and volunteer days

Qualifications

• Experience in process design or delivery within a customer-focused environment.
• Ability to coach, mentor, and manage team capacity.
• Experience in reporting and optimisation.

Responsibilities

• Lead the Communications Operations stream, managing workflow and capacity.
• Provide coaching and feedback to direct reports.
• Map and document communication delivery processes.
• Oversee the build and testing of initiatives.
• Monitor outbound data files to ensure SLA compliance.
• Develop dashboards for insights into communication effectiveness.

Skills

Experience in communications operations

Strong people leadership skills

Proficiency with workflow tools like Jira

Excellent stakeholder engagement skills

Strong analytical and problem-solving abilities

Financial acumen

Agile delivery experience

Customer-first mindset

Tools

Jira

Confluence

Job description

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions, building and operating safer, smarter, and more sustainable roads to solve pressing transport challenges that are slowing cities down.

About the role

We’re seeking a Communications Operations Lead to oversee the delivery of Transurban’s outbound communications across email, SMS, print and other channels. This is a hands‑on leadership role where you’ll manage the Communications Operations stream, ensuring timely and accurate delivery of critical business communications while driving process improvements, enhanced reporting, and optimisation strategies.

Join our innovative team in a role that blends people leadership, workflow management, and cross‑functional collaboration. You’ll be responsible for reimagining communication processes, uplifting business practices, and creating better outcomes for customers and the business. It’s meaningful, challenging, and exciting work.

Day‑to‑day, you will:

• Lead the Communications Operations stream, managing workflow, capacity, and team priorities using Jira.
• Provide coaching, guidance, and actionable feedback to direct reports, including performance reviews and development planning.
• Act as stream lead in cross‑functional projects and squads, representing the Marketing Technology Team’s interests.
• Map, design, and document communication delivery processes to improve efficiency, reduce costs, and enhance customer experience.
• Oversee the build, testing, delivery, billing, and reporting of approved initiatives.
• Monitor daily outbound data files to external providers, ensuring SLA compliance and resolving issues promptly.
• Manage incident resolution, including out‑of‑hours support when required.
• Develop dashboards and reporting to provide insights into communications conversion and customer engagement.
• Track invoice payments through Workday, oversee monthly finance reporting, and review invoicing estimates.
• Partner with stakeholders to gather requirements, align expectations, and deliver solutions that support business strategy.

This role will suit someone with a curious mind and transferrable skills and experiences, including:

• Experience in communications operations, process design, or delivery within a customer‑focused environment.
• Strong people leadership skills, with the ability to coach, mentor, and manage team capacity.
• Proficiency with workflow and documentation tools such as Jira and Confluence.
• Excellent stakeholder engagement skills, with the ability to build trust and influence decision‑making.
• Strong analytical and problem‑solving abilities, with experience in reporting and optimisation.
• Financial acumen, including budget management and invoice reconciliation.
• Agile delivery experience, applying SCRUM or similar frameworks to planning and execution.
• A customer‑first mindset, championing the voice of customers to drive continuous enhancements.

If you meet some of these requirements, but not all, we encourage you to submit your application.

With a career at Transurban, you’ll enjoy a range of benefits, including:

• A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year.
• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well.
• Learning and development opportunities to support your career interests.
• Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more.
• Share offers and insurance benefits.
• Social activities, community give‑back programs and paid volunteer days.

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio‑economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on [e-mail].

Job Type:

Permanent

Closing Date:

10-Dec-2025 0:00

Primary Location:

Melbourne CBD & Inner Suburbs Melbourne VIC