Customer Operations Excellence Lead

TPG Telecom; Sydney; Hybrid; AUD 85,000 - 125,000; Full time

Benefits offered by this job

Flexible hybrid working

Stay Connected Mobile plan

Stay Connected NBN plan

Additional paid leave

Learning Hub access

Corporate partner discounts

Job summary

TPG Telecom is seeking a role focused on identifying channel operational opportunities and driving a continuous program of improvements across the organization. The role focuses on designing and implementing new initiatives, learning from external capabilities, and ensuring alignment with key stakeholders to drive performance and customer experience.

You will work with Sales, Customer Experience, Business Analysis and Marketing to prioritise and deliver initiatives, using Agile methodologies to

Qualifications

• A flair for identifying opportunities for process improvement.
• Strong communication skills and attention to detail.
• Ability to build strong working relationships with stakeholders in a collaborative environment.
• Ability to contribute to direction, implementation and completion of projects.
• Team player with problem-solving and innovative mindset.
• Ability to meet deadlines and deliver tasks accurately.

Responsibilities

• Work on multiple cross-functional projects across brands and channels.
• Apply Agile continuous improvement methodology for channel delivery.
• Oversee end-to-end delivery ensuring processes, systems, tools and forms meet delivery requirements.
• Collaborate with Sales, Customer Experience, Business Analysis and Marketing stakeholders.
• Prioritise initiatives based on criticality and ROI with ROA defined on projects.
• Develop relationships with internal teams to support channel improvements.
• Perform regular store visits and customer contact centre observations to understand needs.
• Propose and implement improved operational standards to boost customer satisfaction.
• Coordinate delivery with Operations teams and ensure channel requirements are met.
• Support Change Manager and participate in team meetings and initiatives.

Skills

Opportunity identification

Stakeholder management

Cross-functional collaboration

Strong communication

Agile/continuous improvement

Problem solving

Job description

TPG Telecom is seeking a role focused on identifying channel operational opportunities and driving a continuous program of improvements across the organization. The role focuses on designing and implementing new initiatives, learning from external capabilities, and ensuring alignment with key stakeholders to drive performance and customer experience.

You will work with Sales, Customer Experience, Business Analysis and Marketing to prioritise and deliver initiatives, using Agile methodologies to