Systems and Technology Manager - Optus - Sydney or Melbourne

Job description
'Yes'. A small word that speaks volumes about our attitude as a company. Our vision is to provide outstanding customer experience as we strive to become Australia’s most loved and recommended service brand. We’re excited about creating a culture that encourages people to achieve their best.

It’s a busy time for our Customer Operations division. We’ve made recent changes to our overall operating model and have some pretty ambitious goals to meet as we continue to drive improvement initiatives for our 6 million Residential, Business and Virgin customers across mobile, fixed, internet, digital and pay television products.

The Systems and Technology Manager is a newly created role, accountable for the management of all Customer Operations technology and systems requirements now, and into the future. This role will own the technology roadmap, using this as the blueprint to acquire internal support and deliver solutions aligned to our strategy. It manages the ongoing performance, uptime and capacity to ensure Customer Operations is enabled with the right tools to deliver brilliant service to our customers.

This role will be the primary interface with IT and Networks and will partner with our Change & Delivery team to lead all technical initiatives and programs across Customer Operations. Strategically, this role will evolve the team’s capability toward digital channels and the ongoing development of new technical capabilities to make it easier and more convenient for our customers to interact with us using a variety of mediums.

If you love technology, have a strong understanding of how customers like to interact across a variety of mediums, coupled with strong people management, negotiation and influencing skills then please give our awesome recruiter Wendy Russell a call. This role will have 3 functional areas report into them; IT Interface & problem management, web-based solutions design and development and call centre telephony and IVR technology so a sound knowledge of these functions would also be highly advantageous. Demonstrated IT related experience and knowledge of Customer Operations Systems is a must-have.

Customer Operations span 7 sites and 3 countries, including onshore operations in Australia (Sydney, Melbourne and Adelaide) and offshore outsourced operations, comprised of both direct employees and outsourced Vendor operations in Mumbai and Manila.

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