At amaysim, it’s not just the customers that get all the Big Love – we make sure our people feel it too! Our people are the staple of our culture and everything we do is driven by our four key values, with empathy at the heart of it all. We work hard and have fun in the process, always looking for new ways to innovate and encourage whilst remaining true to our roots
As a Business Operations Specialist, you will demonstrate your expertise in telecommunications billing and operational systems. You will encourage collaboration to enhance customer resolutions and optimize Home Internet operations.
What You’ll Do | Your day to day will consist of
- Leverage deep expertise in telecommunications billing, provisioning and operational systems to drive efficiency, accuracy, and scalability across Home Internet operations.
- Foster strong collaboration with amaysim peers, across teams - both internally and externally, to create the best customer resolutions
- Build and embed operational excellence in the Home Internet vertical, elevating onboarding and assurance processes to industry-best standards that reduce customer friction and improve service consistency.
- Lead and influence internal and external operations teams, including third-party partners like Optus Wholesale — to ensure customer escalation processes are seamless, effective, and fast, regardless of where the issue originates. This results in quicker resolution times, reduced churn, and a stronger reputation for customer service excellence.
- Actively identify and implement process improvements that reduce the cost to serve, lower MTTC (Mean Time to Connect) and MTTR (Mean Time to Resolve), and enable leaner operations.
- Design and maintain reliable, repeatable business processes that support the full customer lifecycle—from connection and retention to cross-sell and bundling—improving customer satisfaction and revenue per user.
- Accelerate incident and problem resolution by championing structured root-cause analysis and continuous improvement practices, leading to fewer repeat issues and stronger service reliability
- Translate strategic initiatives into real-world outcomes by guiding (and where needed, leading) cross-functional delivery teams to execute with discipline and focus.
- Support Product and Tech teams to launch new products or features on time, while ensuring strong operational readiness and consistent performance post-launch.
- Use data to uncover operational blind spots and improvement opportunities—develop insightful dashboards and reports that influence decision-making and drive accountability
- Identify actionable insights from new or unstructured data sources to proactively address operational gaps or performance issues before they escalate
- Apply revenue assurance experience to ensure accurate provisioning and usage, protecting both customer trust and company revenue.
- Bring sound decisions with business context and performance metrics in mind, aligning operational activities with broader company goals.
- Balance delivery and operational demands through sound prioritisation and clear communication, ensuring focus on what drives the greatest impact.
What You Bring | What makes you perfect for the role?
- Demonstrated background in telecommunications billing, provisioning, and operational systems
- Effective teamwork capabilities with the skill to persuade and guide teams
- Expertise in driving efficiency and operational excellence
- Ability to invent and maintain reliable business processes
- Strong problem-solving skills with a focus on continuous improvement
- Experience in supporting product launches and ensuring operational readiness
- Data-driven approach with the ability to uncover operational blind spots
- Revenue assurance experience to ensure accurate provisioning and usage
- Experience in implementing and maintaining regulatory and compliance requirements
The good stuff…. | What’s in it for you?
- Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
- Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
- Vibrant and collaborative office campus in the heart of Sydney CBD
- Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
- We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
- Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
- Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
- Put your wellbeing first with free access to counselling and support services, 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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity
