Director, Retail Performance

Optus; Sydney; On-site; AUD 220,000 - 340,000; Full time

Benefits offered by this job

Competitive remuneration

Flexibility – 3 days in office, 2 days

Modern, inclusive office environment

Great leave policies and Connected’/c"

Job summary

Optus is seeking a Director of Retail Performance to lead a cross-functional team focused on turning performance signals into action. You will establish governance, define standards and provide forward visibility of risks and opportunities to senior leaders.

You will drive interventions that improve customer outcomes, productivity and revenue across the Retail network, partnering with Continuous Improvement and business leaders to scale successful changes.

Qualifications

• Senior leadership experience across performance, commercial, strategy, analytics or business performance functions within a large, complex and multi-site organisation.
• Proven ability to use leading indicators, customer insights and structured analysis to anticipate risks and drive improvements.
• Strong problem-solving capability with root-cause diagnosis and hypothesis testing using evidence.
• Experience leading analysts and performance managers, raising analytical, commercial and performance standards.

Responsibilities

• Establish and maintain a single, trusted Retail performance framework with KPI definitions, data quality standards, thresholds and escalation paths.
• Provide strategic oversight of customer, operational and commercial performance across the network.
• Develop forward visibility of risks and opportunities through indicators, field intelligence and trend analysis.
• Lead performance rhythm across Retail with executive reviews, governance forums and action tracking.
• Direct teams toward root-cause analysis, interventions and measurable uplift.
• Own quality and follow-through of interventions until outcomes are achieved.
• Develop playbooks and disciplines to replicate and scale successful interventions.
• Collaborate with Continuous Improvement and business leaders to move from diagnosis to execution.

Job description

At Optus, performance isn't just measured by the results we deliver today. It's determined by how well we anticipate what's coming next, identify opportunities early, and take decisive action to improve outcomes for our customers, people and business.

Lead the performance system that helps Optus Retail see what is coming, understand why it is happening and act before issues become entrenched.

Reporting to the GM Retail Operations, you will lead the Retail Performance function and a team of analysts and performance managers embedded across key Retail performance remits. You'll turn complex performance signals into clear priorities, decisive interventions and sustained commercial and operational improvement.

Director of Retail Performance is not a traditional reporting role. You will establish the frameworks, governance and analytical standards that give Retail a trusted view of performance, provide forward visibility of emerging risks and opportunities, and mobilise leaders to act. Success means moving from insight to measurable uplift, then rechecking, scaling or escalating until the improvement is sustained.

Working closely with Retail Continuous Improvement, you'll identify where performance risks and opportunities exist, understand the drivers behind them, and prioritise action. While the Continuous Improvement function is responsible for redesigning processes and embedding sustainable change, your team will ensure the right issues are identified, quantified, prioritised and tracked through to measurable outcomes.

What You'll Be Doing

• Establish and maintain a single, trusted Retail performance framework, including KPI definitions, data quality standards, performance thresholds, governance processes and escalation pathways.
• Lead the Retail Performance function, providing strategic oversight of customer, operational and commercial performance across the network.
• Build forward visibility of emerging risks and opportunities through leading indicators, field intelligence, trend analysis and structured hypothesis testing.
• Lead the performance rhythm across Retail, including executive reviews, governance forums, performance discussions and action tracking.
• Direct analysts and performance managers towards root-cause diagnosis, measurable interventions and sustainable performance uplift.
• Distinguish structural, behavioural, operational, workforce and market drivers of performance, moving beyond surface-level reporting to uncover what is genuinely influencing outcomes.
• Own the quality, effectiveness and follow-through of performance interventions, ensuring actions are implemented, measured and adjusted until outcomes are achieved.
• Develop performance playbooks, frameworks and disciplines that enable successful interventions to be replicated and scaled across the Retail network.
• Partner closely with Continuous Improvement and business leaders to move efficiently from diagnosis and prioritisation through to improvement execution and sustainable results.
• Act as a trusted adviser to senior leaders, providing commercial insight, strategic challenge and evidence-based recommendations that influence decision-making.

What You'll Bring

• Senior leadership experience across performance, commercial, strategy, analytics or business performance functions within a large, complex and multi-site organisation.
• A proven track record of using leading indicators, customer insights, field intelligence and structured analysis to anticipate risks, identify opportunities and improve business outcomes.
• Strong first-principles problem-solving capability, with the ability to diagnose root causes, test hypotheses and challenge assumptions through evidence-based analysis.
• Experience leading teams of analysts, performance managers or comparable business partners, while raising analytical, commercial and performance standards across an organisation.
• Demonstrated ownership of performance improvement beyond reporting and insights, including stakeholder mobilisation, intervention tracking, governance and benefits realisation.
• Deep commercial acumen, with a strong understanding of the drivers of customer outcomes, productivity, revenue growth and operational performance.
• Exceptional communication and executive stakeholder management skills, with the credibility and confidence to challenge constructively, create clarity from complexity and influence decisions without relying on formal authority.

Why Optus?

Bring your expertise to a role where you'll build capability, influence change and help improve the everyday experience of customers and teams across Australia. At Optus, you'll be supported to make a meaningful contribution while working alongside passionate and collaborative people.

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners - making everyday life a little more affordable.
• Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• Work in a modern, inclusive office environment that supports how people work best, with convenient access to public transport and local amenities.
• Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer with free counselling and support services, available 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 [e-mail] or call 1800 309 170.

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