Senior Frontline Tech & Process Transformation Lead

Coleambally; New South Wales; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Competitive remuneration + $80 monthly

25% off Optus products

Exclusive shopping discounts with Opt$

Flexible work arrangement - 3 days in,

Modern inclusive office near public交通

Great leave policies: Connected days

Parental leave up to 16 weeks

Diversity initiatives and networks

Wellbeing support and counselling 24/7

Job summary

Optus is seeking a Senior Manager, Frontline Technology & Process Transformation to lead initiatives across Retail, Technology and Transformation in Australia. You will translate frontline challenges into scalable solutions and establish governance and roadmaps that deliver real value.

Reporting to the Senior Director, Transformation & Delivery, you will drive adoption of frontline technologies, simplify processes and measure benefits across customer journeys, teams and operations.

Qualifications

• Proven experience leading transformation in retail, telecoms or customer-facing environments.
• Strong product management or delivery leadership, translating business challenges into practical solutions.
• Experience establishing governance, prioritisation and decision-making across multiple stakeholders.
• Ability to influence senior stakeholders across business, technology and frontline teams.
• Strong business analysis and problem-solving skills with process improvement focus.
• Experience partnering with CRM, CMS and analytics platforms; Salesforce, AEM, Power BI, BigQuery or GA is highly regarded.
• Strong commercial and operational acumen delivering initiatives in fast-paced environments.

Responsibilities

• Lead technology and process initiatives across Retail channels.
• Identify opportunities to simplify systems and improve customer and team experiences.
• Translate business needs into prioritised initiatives and roadmaps.
• Partner with Retail, Technology and Digital teams to deliver scalable solutions.
• Establish governance and reporting frameworks to guide investment and delivery decisions.
• Coordinate delivery from discovery through to implementation with stakeholder alignment.
• Track benefits realisation and adoption to ensure lasting value.

Skills

Transformation leadership

Product management

Delivery leadership

Stakeholder engagement

Business analysis

CRM/CMS familiarity

Analytics platforms

Salesforce exposure

AEM exposure

Tools

Power BI

BigQuery

Google Analytics

Job description

Optus is seeking a Senior Manager, Frontline Technology & Process Transformation to lead initiatives across Retail, Technology and Transformation in Australia. You will translate frontline challenges into scalable solutions and establish governance and roadmaps that deliver real value.

Reporting to the Senior Director, Transformation & Delivery, you will drive adoption of frontline technologies, simplify processes and measure benefits across customer journeys, teams and operations.