Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
We are seeking a senior, highly customer centric leader to join us as Associate Director, Contact Centre Sales Operations. This role leads sales performance and customer experience across our Consumer Contact Centre Voice and Messaging channels and is suited to someone who thrives in a dynamic, high‑activity environment where there’s always plenty to deliver—while maintaining a clear focus on ethical, compliant, and customer‑first sales.
Reporting to the Senior Director, Sales and Retention, you will hold end-to-end accountability for sales outcomes, compliance, and sustainable revenue growth within a large, multi-partner environment. Operating at the intersection of customer experience and commercial performance, you will shape sales strategy and translate enterprise priorities into disciplined execution—rebuilding and embedding a customer‑first sales environment that delivers fair, transparent experiences, restores trust, and drives strong commercial results.
What You’ll Do
- Provide strategic leadership across the end‑to‑end contact centre sales lifecycle, ensuring consistent, customer‑centric, and compliant outcomes
- Own sales performance and experience across Voice and Messaging channels, balancing revenue growth with customer protection and regulatory obligations
- Lead transformational change, including sales operating model evolution, automation, AI‑enabled diagnostics, and digital enablement
- Drive commercial outcomes, improving conversion, retention, cross‑sell and up‑sell performance while reducing cost‑to‑serve
- Embed robust governance and compliance frameworks, with zero tolerance for sales misconduct
- Partner at an enterprise level with Product, Marketing, Customer Experience, Finance, Legal, and external delivery partners to solve complex, systemic issues
- Lead indirectly a large offshore workforce (up to ~400 FTE), building leadership capability, accountability, and a strong performance culture
- Use data and analytics to identify risks, root causes, and opportunities to improve sales quality, customer trust, and operational efficiency
What Makes You Perfect
- Senior leadership experience in contact centre sales, customer operations, or large‑scale service environments
- A demonstrable customer‑centric leadership style, with a track record of improving customer trust, sales quality, and long‑term value
- Strong commercial acumen, with experience delivering sustainable revenue growth through ethical sales practices
- Deep understanding of sales compliance, governance, and customer protection within regulated environments
- Proven success leading large‑scale transformation and continuous improvement initiatives
- Ability to influence and partner at an enterprise level, with confident executive presence and sound judgement
- Advanced capability in data‑driven decision making, customer analytics, and operational optimisation
- A leadership mindset grounded in accountability, transparency, and doing what’s right for the customer
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.
- 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.
