Associate Director, Enablement & Embedding (Telecommunications)

TL;DR

Associate Director, Enablement & Embedding (Telecommunications): Leading enterprise-wide frontline execution and adoption of initiatives across Contact Centres with an accent on change management, operational risk, and go-to-market activity. Focus on translating customer and regulatory insights into sustained frontline behavior and optimizing enablement operating models.

Location: Melbourne, VIC. Flexible working arrangements: 3 days in the office, 2 days remote.

Company

hirify.global is a leading Australian telecommunications company providing mobile, broadband, and digital solutions to over 11 million customers.

What you will do

• Lead the Enablement & Embedding operating model to ensure initiatives are effectively adopted across all Contact Centre portfolios.
• Own end-to-end enablement plans, including rollout, reinforcement, and quarterly roadmaps aligned to the change pipeline.
• Set standards and toolkits for enablement assets such as playbooks, huddles, and troubleshooting guides.
• Translate customer, compliance, and regulatory insights into targeted interventions to close execution gaps.
• Provide executive-level reporting on enablement readiness, adoption risks, and realised benefits to SLT/ELT.

Requirements

• 10+ years' experience in Contact Centre enablement, change delivery, or operational leadership.
• Proven track record of multi-portfolio, multi-site execution.
• Executive-level stakeholder engagement and governance experience within regulated environments.
• Deep understanding of frontline operating models, adoption dynamics, and execution risk management.
• Strong people leadership and coaching mindset with the ability to simplify complexity under pressure.

Culture & Benefits

• Flexible working arrangements with a hybrid office/remote model.
• Competitive remuneration and employee discounts on hirify.global products.
• Vibrant office campus featuring a gym, on-site childcare, GP, and cafes.
• Inclusive paid Parental Leave of up to 16 weeks.
• Professional development through hirify.global U's industry-focused micro-credentials.
• 24/7 access to free counseling and wellbeing support services.