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May

Product Operations Manager Home

Optus - Macquarie Park, NSW

Banking & Finance
Source: uWorkin

JOB DESCRIPTION

Optus’ vision is to be Australia’s most loved everyday brand with lasting customer relationships. A key pillar underlying this strategy is to create unique customer connections.

An opportunity which offers impact, progression and purpose! Making a direct impact on our customers.

The Home Product Management department is responsible for managing all Optus branded Home products across fixed, 4G Home & 5G Home portfolios for the Consumer and Soho/Micro segments. The Product Operations Manager is a critical role in the Home Product Management Department supporting end-to-end improvement and management of all Home products.

The Product Operations Manager holds accountability for the following activities:

  • Assisting in the definition of the roadmap of initiatives to support a clear and consistent ‘Why Optus’ story for the Optus Home portfolio (Fixed, 4G Home and 5G Home)
  • Develop the Home operational strategic plan and associated roadmap to help drive cost out of the Home portfolio at the same time as improving customer and staff experience
  • Leading programs to address existing and new product operational and/or regulatory issues associated with Home products
  • Identifying and driving key continuous improvement initiatives with a variety of internal and external stakeholders, delivering on revenue, cost & CX targets
  • Engagement with CX and Digital Service teams, collaborating on strategy to effectively identify and drive improvements in CSAT across Optus branded HWBB and Fixed products
  • Leading the day to day operations of all Home products including value added services. Working with AGILE squads to lead Home operational portfolio prioritisation and solutions.
  • Liaising and consulting with NBN on new NBN developments that impact Optus fixed product operations and ensuring Optus’s positions are fed back to NBN.
  • Engaging with the wider Optus business on any new NBN implementations that impact fixed product operations.
  • Accountable for the Operational commercial expenditure ensuring Operational spend within budget with continued improvement to reduce yearly costs.
  • Support other teams within the wider Product Management department to achieve key commercial and customer outcomes
  • Support Head of Home with weekly management of Home activity (Weekly WIP and Quarterly Prioritisation) ensuring Home portfolio objectives are met.

Qualifications/Experience:

  • Bachelors degree (or higher)
  • Minimum 7 years professional experience in product management and/or delivery program environment
  • Telecommunications Experience
  • Experience in complex stakeholder management
  • Experience in driving programs of work for revenue and customer outcomes
  • Budget management experience
  • Advanced stakeholder management, interpersonal, relationship building and negotiation skills
  • Planning and organisational skills
  • Strong communication and presentation skills
  • Problem solving ability
  • Results oriented
  • High degree of initiative and pro-activity
  • Ability to manage time across numerous tasks
  • Flexibility to handle shifting priorities
  • Ability to work under pressure and to tight deadlines
  • Strong team player

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