Executive Manager - Complaints and Investigations Branch

Office of the eSafety Commissioner; Sydney; Hybride; AUD 180 000 - 230 000; Plein temps

Avantages offerts par ce poste

Flexible work/remote working

Résumé du poste

Office of the eSafety Commissioner in Sydney’s Pyrmont, NSW, seeks an Executive Manager to lead the Complaints and Investigations Branch. You will provide strategic and operational leadership to administer eSafety’s complaints schemes under the Online Safety Act 2021, reporting to the General Manager - Regulatory Operations.

The role supports a significant transformation, guiding a branch through change, technology upgrades and new ways of working to deliver timely, high-quality regulatory

Qualifications

• Australian citizenship is required.
• Negative Vetting 2 security clearance or equivalent.
• Working with Children Check required.
• Satisfactory completion of security and integrity checks may be required.

Responsabilités

• Provide strategic leadership to the Complaints and Investigations Branch, ensuring effective delivery of complaint handling and harm mitigation outcomes.
• Champion staff wellbeing and psychological safety within a high-volume, sensitive-content environment.
• Lead organisational change, implementing new operating models, systems and processes.
• Foster a positive, collaborative culture and model professional and inclusive behaviours in the workplace.
• Manage operational workloads, surge capacity, risks and incident response requirements.
• Advise the Commissioner and senior stakeholders on regulatory and strategic issues.
• Build partnerships across government, industry, law enforcement, regulators and NGOs.
• Contribute to organisational strategy, governance and culture within eSafety.

Description du poste

Executive Manager - Complaints and Investigations Branch

Office of the eSafety Commissioner - Pyrmont NSW

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 team

The Complaints and Investigations Branch (CIB) plays a critical role in protecting Australians from online harms. It administers regulatory schemes covering adult cyber abuse (ACA), image-based abuse (IBA), children’s cyberbullying CCB), and illegal and restricted content including violent terrorism and extremist content (TVEC) and child abuse material (CAM).

The Branch focuses on fast, consistent and impact-driven complaint handling - ensuring matters are prioritised and actioned in line with harm, risk and urgency. It places strong emphasis on clear ownership, streamlined workflows and rapid harm mitigation to deliver timely outcomes for individuals and the broader community.

Collaboration is at the heart of how eSafety works. Our teams partner closely across eSafety and with external stakeholders to deliver coordinated, intelligence-led responses to online harms - supporting robust decision-making, knowledge sharing and continuous improvement in our regulatory approach.

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.

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 team

The Complaints and Investigations Branch (CIB) plays a critical role in protecting Australians from online harms. It administers regulatory schemes covering adult cyber abuse (ACA), image-based abuse (IBA), children’s cyberbullying CCB), and illegal and restricted content including violent terrorism and extremist content (TVEC) and child abuse material (CAM).

The Branch focuses on fast, consistent and impact-driven complaint handling - ensuring matters are prioritised and actioned in line with harm, risk and urgency. It places strong emphasis on clear ownership, streamlined workflows and rapid harm mitigation to deliver timely outcomes for individuals and the broader community.

Collaboration is at the heart of how eSafety works. Our teams partner closely across eSafety and with external stakeholders to deliver coordinated, intelligence-led responses to online harms - supporting robust decision-making, knowledge sharing and continuous improvement in our regulatory approach.

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.

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

Eligibility

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

The successful applicant must be able to obtain and maintain a Negative Vetting 2 Security Clearance or hold a current security clearance of an appropriate level. More information on the security clearance vetting process is available on the Australian Government Security Vetting Agency (AGSVA) website.

The successful applicant must be able to obtain and maintain a Working with Children Check (or equivalent).

Successful applicants are required to satisfy an employment screening process which may include demonstrating Australian citizenship, satisfactory completion of security and integrity checks and successful completion of a medical assessment.

Notes

At eSafety, you’ll be part of a passionate team under the leadership of an independent Commissioner who is supported by the Australian Communications and Media Authority (ACMA).

Suitable candidates may be placed in a merit pool from this selection process and the pool may be used to fill similar roles.

Getting to know the Office of the eSafety Commissioner

The eSafety Commissioner’s (eSafety) purpose is to help safeguard Australians at risk from online harms and to promote safer, more positive online experiences.