Manager - Customer Account Changes (Telecommunications)

TL;DR

Manager - Customer Account Changes (Telecommunications): Overseeing and enhancing the performance of customer account change processes with an accent on accuracy, security, and regulatory compliance. Focus on leading cross-functional initiatives to improve process efficiency, data quality, and the overall customer experience.

Location: Macquarie Park, NSW. Flexible working: 3 days in the office, 2 days remote

Company

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

What you will do

• Lead the delivery of customer-impacting changes by prioritising process, system, and technical initiatives across the Consumer portfolio.
• Develop and maintain comprehensive policies, processes, and control frameworks to ensure regulatory and internal compliance.
• Manage daily delivery activities and resolve complex customer concerns using data and system insights.
• Coordinate and influence cross-functional teams including Product, IT, Operations, Digital, Risk, Legal, and Finance.
• Establish governance structures and reporting mechanisms to track progress, risks, and business outcomes.
• Lead post-implementation reviews, root cause analyses, and remediation of data quality issues.

Requirements

• Proven experience in a regulated consumer environment, preferably within the telecommunications sector.
• Demonstrated success in end-to-end process ownership, including governance, performance, and risk management.
• Exceptional capability in leading cross-functional initiatives from definition to benefits realisation.
• Strong understanding of customer journeys, account lifecycles, and the interaction of digital, IT, and network systems.
• Focus on risk, compliance, and controls, with experience balancing customer outcomes with regulatory obligations.
• Technical and data-driven problem-solving skills to analyze system behaviours and drive platform improvements.

Culture & Benefits

• Competitive remuneration and colleague discounts, including $80 monthly credit and 25% off hirify.global products.
• Hybrid work model with 3 days office and 2 days remote.
• Vibrant office campus featuring cafes, gym, on-site childcare, and medical services.
• Inclusive parental leave of up to 16 weeks and competitive leave policies.
• Professional development via hirify.global U’s industry-focused micro-credentials.
• 24/7 wellbeing support including free access to counseling and support services.