Senior Frontline Tech & Process Transformation Leader

Optus; Australia; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Parental Leave up to 16 weeks

Employee networks and inclusion

Counselling and support services 24/7

Job summary

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

You'll influence senior stakeholders, manage roadmaps from discovery to implementation, and drive adoption of frontline systems such as CRM, CMS and analytics platforms to enhance customer and team

Qualifications

• Proven experience leading transformation, product, technology or operational improvement initiatives in retail, telco or customer-facing settings.
• Strong product management, transformation or delivery leadership with translating business challenges into practical solutions.
• Experience establishing governance, prioritisation and decision-making across multiple stakeholders.
• Influence senior stakeholders across business, technology and frontline teams.
• Strong business analysis and problem-solving including process improvement and requirements gathering.
• Experience with CRM, CMS and analytics platforms to identify opportunities and shape requirements.

Responsibilities

• Lead technology and process initiatives driving improvements across Retail channels.
• Identify opportunities to simplify systems and improve customer and team experiences.
• Translate frontline needs into prioritised initiatives and actionable roadmaps.
• Partner with Retail, Technology and Digital to design scalable solutions with measurable outcomes.
• Establish governance frameworks to guide investment, risk, and delivery decisions.
• Coordinate initiatives from discovery to implementation with stakeholder alignment.
• Track benefits realisation and adoption for sustained value.

Skills

Transformation leadership

Product management

Delivery leadership

Stakeholder influence

Business analysis

Requirements gathering

Process improvement

CRM experience

Tools

Salesforce

Adobe Experience Manager

Power BI

BigQuery

Google Analytics

Job description

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

You'll influence senior stakeholders, manage roadmaps from discovery to implementation, and drive adoption of frontline systems such as CRM, CMS and analytics platforms to enhance customer and team