National Operations Manager

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

About Us

At Aussie Broadband, things are done a little bit differently. Our goal is to be the telco people love – customers, team members, shareholders and all stakeholders. We do this by living and breathing our values in everything we do, that's the Aussie way. As a B Corp Certified company, we hold ourselves to the highest standards for social and environmental performance, transparency, and accountability. We're proud to have been named one of Australia's Top Employers by HRD magazine.

Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.

Our culture is built on five values that guide everything we do:

Don't be ordinary, be awesome | Think BIG | Nobullsh*t | Be good to people | Have fun

We're looking for a National Operations Manager - Residential Customer Operations to lead our operational support functions and help shape the future of our customer operations. Leading the teams and functions that support our customer operations, you'll drive performance, consistency and continuous improvement across phone, digital and customer administration channels.

Based in Dandenong or Traralgon, you'll drive continuous improvement, support high-performing teams and deliver strong business outcomes.

What You'll Do

• Lead operational support functions across phone, digital and customer administration channels
• Drive process improvement, operational efficiency, and consistent service delivery across all sites
• Lead reporting, analytics, capability, and quality assurance functions to support business performance
• Oversee operational projects and initiatives, ensuring successful delivery and stakeholder engagement
• Partner with Workforce Management to optimise resourcing, performance, and customer outcomes
• Use data and insights to identify trends, inform decision-making and improve operational effectiveness
• Lead, coach, and develop a high-performing team, building capability and succession pathways
• Build strong relationships with internal stakeholders and support recruitment activities across Customer Operations
• Act as a trusted partner to the General Manager, Customer Operations, including providing leadership support when required

What You'll Bring

• Proven experience leading teams in a fast-paced operations or contact centre environment
• Strong people leadership skills, with the ability to coach, develop and build high-performing teams
• Experience driving process improvement and operational excellence
• Excellent communication and stakeholder management skills
• Strong analytical, problem-solving, and decision-making capability
• Ability to manage change, support key projects and influence positive outcomes
• Highly organised with strong attention to detail and the ability to manage competing priorities
• Experience working with technology platforms and vendor partners to improve operational performance
• Adaptable, proactive, and comfortable working in a dynamic environment
• Telco industry experience will be highly regarded

Why Join Us

At Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole self to work. As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people."

We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.

The Good Stuff

• 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
• Discounted internet up to the value of $109 per month
• 20% off Mobile services
• Fitness Passport for access to multiple gyms and pools across Australia
• Flexible working arrangements
• Employee Assistance Program (EAP)
• Discounts with Specsavers, HCF, and many more
• Monthly rewards and recognition
• Internal training and development resources to support your career growth
• Yearly Aussie merch allowance

For questions, reach out to [e-mail].