Senior Manager, Frontline Technology and Process Transformation

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

Every day, thousands of retail team members rely on technology, systems and processes to deliver great customer experiences. When those tools work well, customers are served faster, teams are more productive, and the business performs better.

We're looking for a Senior Manager, Frontline Technology & Process Transformation to improve the systems, tools and processes that support our frontline teams. Working across Retail, Technology and Transformation, you'll drive initiatives that simplify ways of working and enhance customer and team experiences.

This is an opportunity for a transformation leader, product manager or technology-enabled change professional who enjoys solving complex business challenges, influencing senior stakeholders and delivering meaningful outcomes at scale.

The role

Reporting to the Senior Director, Transformation & Delivery, you'll lead a portfolio of technology and process initiatives that support our frontline teams across Australia.

Working closely with Retail Operations, Technology, Digital and Customer Experience teams, you'll translate operational challenges into practical solutions, establish governance and prioritisation frameworks, and ensure transformation initiatives deliver measurable business value.

You'll play a key role in simplifying complexity, improving adoption of frontline technologies, and creating more seamless experiences across the customer journey.

What You'll Do

• Lead technology and process initiatives that drive meaningful improvements across Retail channels.
• Identify opportunities to simplify systems, improve customer and team experiences, and remove operational complexity.
• Translate business needs and frontline insights into prioritised initiatives, clear requirements and actionable roadmaps.
• Partner with Retail, Technology and Digital teams to design and deliver scalable solutions that drive measurable outcomes.
• Establish governance, prioritisation and reporting frameworks to guide investment, risk management and delivery decisions.
• Coordinate the delivery of initiatives from discovery through to implementation, ensuring stakeholders remain aligned and informed.
• Track benefits realisation and adoption, ensuring solutions deliver sustainable value for customers, teams and the business.

What You'll Bring

• Proven experience leading transformation, product, technology or operational improvement initiatives within retail, telecommunications or other customer-facing environments.
• Strong product management, transformation or delivery leadership experience, with the ability to translate business challenges into practical solutions.
• Experience establishing governance, prioritisation and decision-making frameworks across multiple stakeholders and competing priorities.
• Demonstrated ability to influence senior stakeholders and work effectively across business, technology and frontline teams.
• Strong business analysis and problem-solving skills, including process improvement, requirements gathering and solution design.
• Experience partnering with technology teams and working across CRM, CMS and analytics platforms to identify opportunities, shape business requirements, prioritise investment and deliver transformation outcomes. Exposure to Salesforce, Adobe Experience Manager (AEM), Power BI, BigQuery, Google Analytics or similar enterprise platforms is highly regarded.
• Strong commercial, customer and operational acumen, with experience delivering initiatives in complex and fast-paced environments.

Why Optus?

Bring your expertise to a role where you'll build capability, influence change and help improve the everyday experience of customers and teams across Australia. At Optus, you'll be supported to make a meaningful contribution while working alongside passionate and collaborative people.

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners - making everyday life a little more affordable.
• Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• Work in a modern, inclusive office environment that supports how people work best, with convenient access to public transport and local amenities.
• Great leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer with free counselling and support services, available 24/7 in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [e-mail] or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity