Manager Customer Operations and Improvement
Job Expectations
We have an exciting opportunity at nbn for a Manager Customer Operations and Improvement. This role reports to the General Manager, Customer Operations and Improvement, and will play a vital part within the Customer business unit.
A bit about your role
As the Manager Customer Operations and Improvement, you will be entrusted with the responsibility of overseeing and enhancing the execution of core operational processes and driving operational excellence. This will involve working with several teams to elevate how key programs/projects are managed and tracked. Your contribution will directly support the Integrated Operating Plan execution and help refine how we work with our Retail Service Providers (RSPs), ensuring smooth and effective delivery.
Your role will require you to act with agility to meet the varying needs of the team, particularly during the cadence cycles throughout the year. As part of this, you will be expected to immerse yourself in the Customer team’s methods and develop a strong understanding of how we deploy products into the market. Through your insights and data-driven recommendations, you will contribute to the establishment and running of world class practice for the effective management of large-scale programs of work across the Customer Team.
The role may work with multiple business units across nbn and will be integral for planning, coordination and resolution of business problems. Influencing and collaborating with Senior Management, you will work closely with a broad range of individuals to deliver ongoing implementation of process related improvement initiatives and quantification of benefits, via execution of Lean methodology to improve efficiency and deliver more value.
Ideally, we are looking for a Project Manager who has experience working across a diverse range of different projects, with deep experience leading Business improvement based on data and root cause analysis.
A bit about you
The successful candidate will bring experience in Project Management, Business Operations, and/or Governance. They will also have a proven ability to manage and execute integrated planning processes to drive commercial outcomes.
You thrive in complex environments and have a strong track record of aligning teams and driving accountability across multiple stakeholders, including senior leaders. Ideally, you hold a Lean Six Sigma Green Belt certification and possess the expertise to identify opportunities for continuous improvement. Your collaborative nature and passion for driving tangible results will be key to your success in this role.
Life at nbn
To be part of nbn is to be part of something bigger. There’s so much more from here. Our pioneering spirit drives us forward every day. Together, we help lift the digital capability of the nation by building and connecting Australia’s best fibre infrastructure into homes and businesses, plus places and things, everywhere. We’re continuing to create Australia’s network—a network made for more. Not just a way for everyone to do the things they love but transforming the way they do them.
A more inclusive working world
nbn is committed to an inclusive, flexible, and supportive workplace where everyone can feel heard, valued, and respected. We believe diverse perspectives are the key to unlocking greater outcomes and encourage applications from people of all ages, nationalities, abilities, and cultures. That's why we have a Reconciliation Action Plan, Accessibility & Inclusion Plan, offer 18 weeks of paid parental leave, are a Pride in Diversity Gold Employer for three years running, and have active employee-led diversity pillars. Click here to see our list of employee benefits and why we're recognised as a WORK180 Endorsed Employer for Women.
We champion equal opportunities for all employees. If you have any accessibility requirements and would like to discuss adjustments for the recruitment process, please don’t hesitate to contact us by emailing recruitment@nbnco.com.au or calling our Recruitment Accessibility Enquiry Line at +61 2 8918 9990. Please note, this line is dedicated to accessibility-related enquiries for the purposes of recruitment, and only enquiries related to accessibility adjustments will be answered. For other matters, please visit our Contact Us page on our website.
Where to from here?
If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.
Please note that this role will be a permanent position and applications for this role will close at midnight Tuesday, 28th January 2025.