Transformation Program Manager

Last updated 5 days ago
Location:Macquarie Park
Job Type:Full Time

About Optus

Optus is undergoing a fundamental transformation to become a world class digitally led sales and service organisation. Innovation and the customer obsession is at the core of what we do.

About the Role

This challenging role, works closely with multiple leaders across the Optus business to deliver an aligned omnichannel experience and will be a thought leader in driving customer service excellence, whilst achieving productivity objectives. As part of the Retail & Channel Sales Operations and Enablement team within Consumer Sales, you will be responsible for creating and delivering sales transformation programs that deliver key customer, employee and financial benefits to an operational state. Encouraging a culture of innovative thinking, you will work with adjacent business units and frontline teams to find ways to bring to life initiatives that drive increased sales volume, enhanced customer or employee experience and reduce cost across the organisation. With your strong commercial acumen you will ensure the right initiatives are prioritized, business cases are constructed effectively and the benefits of each program/project are defined and measured. Requiring extensive engagement with Optus ELT & SLT and a variety of other key stakeholders, the successful candidate will need to directly influence and work across the business to ensure program outcomes are met.

The Sales Transformation Manager will be the initiative owner for various projects and will own initiatives from ‘Concept through to implementation ‘and ensure initiatives are operationalized to ensure they deliver long term sustainable results, aligned to the business case. The role sits in the Retail & Channel Sales Operations and Enablement team within Consumer Sales. The role will be responsible for creating and delivering sales transformation programs that deliver key customer, employee and financial benefits to an operational state.

Encouraging a culture of innovative thinking and collaboration, you will work with adjacent business units and frontline teams to find ways to bring to life ideas and initiatives that drive increased sales volume, enhanced customer or employee experience or reduce cost across the organisation. The position will be responsible for the end to end program delivery with associated outcomes. Furthermore, the role will require a strong commercial acumen to ensure the right initiatives are prioritized, business cases are constructed effectively and the benefits of each program/project are defined and measured. The role will require extensive engagement with Optus ELT & SLT and a variety of other key stakeholders. The successful candidate will need to directly influence and work across the business to ensure program outcomes are met. As the initiative owner for various projects and will own initiatives from ‘Concept through to implementation ‘and ensure initiatives are operationalized to ensure they deliver long term sustainable results, aligned to the business case.

The role is accountable for:

  • Working closely with the Transformation office, developing short to long-term omni-channel Strategy; and operational strategy and execution plans; as well as the broader Operations, Sales, Design, CX, Product, Digital and Service teams
  • Generate channel data-driven insights, to inform Strategy & transformation roadmap, utilising qualitative and quantitative Productivity studies, frontline and customer research
  • Leading cross-functional and omni-channel programs to deliver in-year productivity and improve CX and EX
  • Understanding advances and trends in automation and digitisation to deliver substantiative transformative change
  • Execution of transformation initiatives, utilising Lean, Agile and other program management methodologies, like Design Thinking
  • Create a culture of innovation and continuous improvement, working with multiple stakeholders, primarily across Sales, Digital and Service teams to deliver cross-channel benefits and alignment
  • Facilitate workshops, time and motion, customer observation and research studies to extract insights and design end to end future state processes
  • Identify and embed change program / metrics to support the delivery of productivity, operational and customer experience objectives

About You

Preferred skills and experience include:

  • Experience in Business strategy, Transformation, Continuous improvement or Insights role
  • Bachelors’ Degree in Business, Accounting, Commerce or equivalent
  • Strong business / data acumen including ability to conduct high-level business casing and sizing
  • Experience in transforming data into strategic recommendations that are easy to understand and then translating these into actionable transformation plans
  • Strong written and oral communications skills, with the ability to condense complex messages and insights for Executive consumption

Desirable skills:

  • Tier 1 consulting experience
  • Project management certified e.g. Agile, Lean and / or Change methodology
  • Telco / Sales experience

Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we are a highly collaborative workplace, and offer a range of perks such as:​

  • A competitive salary

  • Discounts on products and services

  • Ongoing training, mentoring and development opportunities

  • Up to five days of Volunteer Leave per year

  • Flexible work options

We understand that flexibility means different things to different people. We are proud to offer a variety of options to work in different ways, such as flexible hours, remote working, job share and part-time. Please talk to us about how we can make this role work for you. ​

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.​

Curious about our culture? Go behind the scenes with our people by searching​ #OptusLife on LinkedIn.  ​

Due to COVID-19 and the rise of job applicants in the market, it may take us a bit longer than usual for us to come back to you. We appreciate your understanding and patience during these unprecedented times.​

Please no recruitment agencies, we’ll be managing this role in-house. Any resumes submitted outside of our process will be deemed the sole property of Optus.