eSafety - Executive Manager - Complaints & Investigations, SES 1

Australian Communications & Media Authority; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Australian Communications & Media Authority in Sydney is seeking an experienced senior executive to lead the Complaints and Investigations Branch within eSafety. The Executive Manager will provide strategic and operational leadership, drive performance, and deliver timely, consistent regulatory outcomes under the Online Safety Act 2021.

The role requires strong change management, staff wellbeing focus, and the ability to engage with government, regulators, industry and NGOs, shaping eSafety's

Qualifications

• Significant experience leading regulatory complaints handling and related processes.
• Proven track record driving organisational change and transformation.
• Strong leadership, interpersonal and stakeholder engagement skills.
• Commitment to staff wellbeing and psychologically safe workplaces.
• Excellent communication and decision-making abilities with senior stakeholders.
• Experience advising executives on regulatory and strategic issues.
• Ability to balance risk, public interest and regulatory objectives.

Responsibilities

• Provide strategic leadership to the Complaints and Investigations Branch and ensure effective delivery of complaints handling outcomes.
• Champion staff wellbeing and psychological safety in a high-volume, sensitive content environment.
• Drive organisational change through new operating models, systems and processes.
• Foster collaboration across eSafety, government, industry, law enforcement, regulators and NGOs.
• Advise the eSafety Commissioner and senior boards on regulatory and strategic issues.
• Represent the branch in governance committees, Senate Estimates and external events.

Education

Tertiary qualifications in law or public administration or regulation

Job description

eSafety - Executive Manager - Complaints & Investigations, SES 1

Australian Communications & Media Authority – Sydney NSW

8h ago , from Australian Communications and Media Authority

Executive Manager - Complaints and Investigations BranchSenior Executive Service Band 1

At eSafety, we are pioneers in online safety regulation, leading global efforts to combat digital harms and foster safer, more positive online experiences for all Australians.

Our mission is bold and far-reaching.

From tackling cyberbullying and child sexual exploitation, to confronting emerging harms brought about by new innovations such as generative AI and immersive technologies, we oversee Australia’s online safety landscape.

About the role

This is an exciting opportunity for an experienced senior executive to lead one of Australia’s most impactful regulatory functions and play a key role in protecting Australians from online harms.

As the Executive Manager - Complaints and Investigations Branch, you will provide strategic and operational leadership to a branch responsible for administering eSafety’s complaints schemes under the Online Safety Act 2021. Reporting to the General Manager - Regulatory Operations, you will lead the delivery of high-quality, timely and consistent regulatory outcomes across a diverse and complex complaints environment.

The Complaints and Investigations Branch is currently undergoing significant transformation, including the implementation of new operating model, structure, technology enhancements, and ways of working. As a member of eSafety’s senior leadership team, you will play a critical role in driving this change agenda, strengthening operational performance, enhancing employee experience, wellbeing and culture, and ensuring the branch is well-positioned to respond to emerging online harms.

The key duties of the position include:

• Providing strategic leadership and direction to the Complaints and Investigations Branch, ensuring the effective delivery of eSafety’s complaints handling functions and harm mitigation outcomes.
• Championing staff wellbeing and psychological safety, ensuring appropriate management of psychosocial risks within a workforce subject to high volumes of complaints and routinely exposed to confronting and sensitive content.
• Leading organisational change and continuous improvement initiatives, including implementation of new operating models, systems and processes.
• Fostering a positive, supportive and collaborative culture within the Branch and across eSafety and confidently leading by example and displaying appropriate professional and inclusive behaviours in the workplace.
• Ensuring effective management of operational workloads, surge capacity, emerging risks and incident response requirements.
• Providing expert advice to the eSafety Commissioner, Senior Executive Board and other senior stakeholders on regulatory, operational and strategic issues.
• Building and maintaining strong partnerships across eSafety, government, industry, law enforcement, domestic and international regulators and NGOs.
• Contributing as a member of eSafety’s senior leadership team to organisational strategy, performance, governance and culture.
• Representing the branch and/or eSafety at range of internal and external committees and events including senior leadership team meetings, governance committees, Senate Estimates, media appearances and external events.

We are seeking an experienced, strategic, and values-driven senior executive who is committed to eSafety’s mission of creating safer online experiences for all Australians.

You are an accomplished leader with a demonstrated ability to lead operational teams in a sensitive, complex, fast-paced and high-profile environment. You bring strong judgement, resilience and emotional intelligence, coupled with a proven ability to navigate ambiguity, drive change and foster a safe and supportive environment.

You understand how to balance operational imperatives with people leadership and are passionate about developing capability, supporting wellbeing and creating psychologically safe workplaces.

You will have:

• Significant experience leading teams responsible for regulatory complaints handling, statutory compliance notices and/or service delivery functions.
• A strong track record of leading significant change, transformation and business improvement initiatives, including supporting organisational change and motivating teams through periods of uncertainty and operational complexity.
• Outstanding leadership, interpersonal and collaboration skills with demonstrated experience building a supportive and inclusive workplace culture, and role modelling APS and eSafety values.
• A demonstrated commitment to staff wellbeing, psychological safety and the proactive management of psychosocial risks.
• Exceptional communication and stakeholder engagement skills, with the ability to communicate, influence and negotiate across a broad range of audiences.
• Experience providing strategic advice on complex operational, regulatory and organisational issues to senior executives and external stakeholders.
• Strong judgement and decision-making capability, with the ability to balance risk, regulatory objectives and public interest outcomes within the context of administrative decision making.
• Sound understanding of governance, risk management and performance frameworks within a public sector or regulatory environment.
• Be comfortable working with highly sensitive and potentially distressing content including child abuse material and terrorist and violent extremist content.

The following experience, skills or qualifications would be highly regarded:

• Understanding of online safety issues, digital platforms, emerging technologies and the evolving online harms landscape.
• Experience managing responses to critical incidents, crisis events or other time-sensitive operational matters.
• Tertiary qualifications in law, public administration, public policy, regulation or a related discipline.

Additional information

Please refer to the candidate pack for more information about the role, including:

• Exposure to sensitive material and subject matter
• Availability and access to flexible work/remote working
• Clearance requirements

Candidates selected for interview may be asked to do a presentation as part of the assessment process.

To be eligible for employment with eSafety, applicants must be Australian citizens.