National Operations Leader, Residential Customer Experience

Aussie Broadband; Traralgon; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

26 weeks parental leave

Discounted internet

20% off Mobile services

Fitness Passport

Flexible working arrangements

Employee Assistance Program

Discounts with Specsavers

Monthly rewards and recognition

Internal training and development

Yearly Aussie merch allowance

Job summary

Aussie Broadband is seeking a National Operations Manager - Residential Customer Operations to lead our operational support functions and drive performance across phone, digital and customer administration channels. Based in Dandenong or Traralgon, you will guide teams, ensure consistency, and push continuous improvement to deliver superior customer outcomes.

You'll partner with Workforce Management to optimise resourcing, build capability, and champion data-driven decision making in a

Qualifications

• Proven experience leading teams in fast-paced operations or contact centre environments.
• Strong people leadership skills and the ability to coach and develop teams.
• Experience driving process improvement and operational excellence across multiple sites.
• Excellent communication and stakeholder management skills.
• Strong analytical, problem-solving and decision-making capability.
• Ability to manage change, support key projects and influence outcomes.
• Highly organised with attention to detail and ability to juggle priorities.
• Experience working with technology platforms and vendor partners to improve performance.
• Telco industry experience will be highly regarded.

Responsibilities

• Lead operational support functions across phone, digital and customer administration channels.
• Drive process improvement, operational efficiency and consistent service delivery across sites.
• Oversee reporting, analytics, capability and quality assurance to support performance.
• Manage operational projects and initiatives with stakeholder engagement and delivery.
• Partner with Workforce Management to optimise resourcing and outcomes.
• Use data insights to identify trends and inform decisions for effectiveness.
• Coach and develop a high-performing team and succession plans.
• Collaborate with internal stakeholders and support recruitment across Customer Operations.

Skills

Leadership

People mgmt

Process improvement

Analytics

Stakeholder mgmt

Change mgmt

Communication

Telco experience

Job description

Aussie Broadband is seeking a National Operations Manager - Residential Customer Operations to lead our operational support functions and drive performance across phone, digital and customer administration channels. Based in Dandenong or Traralgon, you will guide teams, ensure consistency, and push continuous improvement to deliver superior customer outcomes.

You'll partner with Workforce Management to optimise resourcing, build capability, and champion data-driven decision making in a