Frontline Technology & Process Transformation Leader

Optus; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Remuneration with benefits

Flexible/hybrid work

Modern office and transport access

Generous leave policy and Connected/PR

Parental leave up to 16 weeks

Diversity networks and inclusion

Wellbeing support

Job summary

Optus is seeking a Senior Manager, Frontline Technology & Process Transformation to reshape how frontline teams operate across Australia. You will translate operational challenges into practical roadmaps, drive scalable tech and process initiatives, and partner with Retail, Technology and Digital teams to realise measurable value.

You will lead governance across stakeholders, prioritise initiatives, and ensure adoption and benefits are tracked to deliver sustainable improvements for customers

Qualifications

• Proven experience leading transformation, product, technology or operational improvement initiatives.
• Strong product management or delivery leadership background translating challenges into solutions.
• Experience establishing governance and prioritisation frameworks across multiple stakeholders.
• Ability to influence senior stakeholders across business, technology and frontline teams.
• Strong business analysis and process improvement skills.
• Experience with CRM/CMS/analytics platforms; Salesforce, AEM, Power BI or similar is advantageous.

Responsibilities

• Lead technology and process initiatives that drive meaningful improvements across Retail channels.
• Identify opportunities to simplify systems, improve customer and team experiences, and remove operational complexity.
• Translate business needs and frontline insights into prioritised initiatives, clear requirements and actionable roadmaps.
• Partner with Retail, Technology and Digital teams to design and deliver scalable solutions that drive measurable outcomes.
• Establish governance, prioritisation and reporting frameworks to guide investment, risk management and delivery decisions.
• Coordinate the delivery of initiatives from discovery through to implementation, ensuring stakeholders remain aligned and informed.
• Track benefits realisation and adoption, ensuring solutions deliver sustainable value for customers, teams and the business.

Skills

Transformation leadership

Product management

Delivery leadership

Governance & prioritisation

Stakeholder influence

Business analysis

CRM/CMS/Analytics exposure

Tools

Salesforce

Adobe Experience Manager

Power BI

BigQuery

Google Analytics

Job description

Optus is seeking a Senior Manager, Frontline Technology & Process Transformation to reshape how frontline teams operate across Australia. You will translate operational challenges into practical roadmaps, drive scalable tech and process initiatives, and partner with Retail, Technology and Digital teams to realise measurable value.

You will lead governance across stakeholders, prioritise initiatives, and ensure adoption and benefits are tracked to deliver sustainable improvements for customers