Remediation Team Lead — High-Risk Customer Resolutions

Optus; Ryde; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive remuneration

Flexible working

On-site campus facilities

Parental Leave up to 16 weeks

Job summary

Optus is seeking a Remediation Team Leader to head a team tackling high-risk customer issues within our customer division. You will guide decision-making with strong remediation expertise, balancing risk, regulatory exposure and stakeholder alignment to protect customer outcomes and Optus' reputation.

This 12-month fixed-term role leads specialists handling executive complaints, privacy incidents, and escalated cases, ensuring timely, compliant remediation and governance across the function.

Qualifications

• Proven experience leading teams in a customer remediation environment.
• Experience handling high-risk, high-impact remediation cases with regulatory implications.
• Ability to drive governance across remediation and dispute resolution.

Responsibilities

• Taking full ownership of high-risk, high-impact customer issues, including executive complaints and privacy incidents.
• Leading a team of remediation specialists with triage, prioritisation, and timely resolution.
• Providing clear recommendations and remediation outcomes to senior leaders.

Skills

Leadership

Stakeholder management

Risk assessment

Governance

Job description

Optus is seeking a Remediation Team Leader to head a team tackling high-risk customer issues within our customer division. You will guide decision-making with strong remediation expertise, balancing risk, regulatory exposure and stakeholder alignment to protect customer outcomes and Optus' reputation.

This 12-month fixed-term role leads specialists handling executive complaints, privacy incidents, and escalated cases, ensuring timely, compliant remediation and governance across the function.