Hardship Optimisation Manager

TL;DR

Hardship Optimisation Manager (Telecom): Elevate customer support experiences and service delivery through strategy-aligned initiatives and enterprise governance of policies and standards. Focus on driving internal and external engagement, advocacy, and continuous improvement of support outcomes in contact centre and retail operations.

Melbourne, VIC. Hybrid: three days in the office, two days remote.

Company

Australian telecommunications company delivering mobile, broadband, and digital solutions to over 11 million customers.

What you will do

• Support customers by advocating for their needs in hardship situations.
• Lead development and delivery of strategy-aligned initiatives while maintaining standards.
• Own enterprise governance of policies, standards, and guidelines for consistent implementation.
• Drive internal and external engagement, advocacy, and continuous improvement of support outcomes.

Requirements

• Bachelor's degree or equivalent + 10 years in contact centre and/or retail operations (at least 5 years in telecommunications or essential services).
• Proven expertise leading teams in fast-paced multinational organisations with critical thinking and collaboration.
• Strong understanding of business strategy, regulatory laws, and success in managing transformation initiatives.
• Excellent written and verbal communication, analytical skills, and ability to influence/negotiate at senior levels.

Culture & Benefits

• Competitive remuneration, $80 monthly credit, 25% off hirify.global products, and retail partner discounts.
• Flexible hybrid working: three days office, two days remote/home.
• Competitive leave including 'Connected' days for culture, family, health, or community.
• Up to 16 weeks paid parental leave (carer-neutral).
• Employee-led networks for diversity: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+).
• Free 24/7 counselling and support services (in-person, phone, SMS, video).