Manager - Customer Service Changes (Telecommunications)

TL;DR

Manager - Customer Service Changes (Telecommunications): Leading the end-to-end ownership and performance of customer service change processes with an accent on operational readiness, compliance, and customer-centricity. Focus on coordinating cross-functional teams to implement initiatives that improve customer experience and operational efficiency.

Location: Hybrid (Macquarie Park, NSW). Must be able to work from the office 3 days a week.

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 customer-impacting change initiatives across the Consumer portfolio, ensuring operational readiness and training.
• Develop and maintain policies, processes, and control frameworks to ensure regulatory and risk compliance.
• Manage daily delivery activities and resolve customer concerns using data-driven insights.
• Influence cross-functional teams, including Product, IT, Ops, Risk, Legal, and Finance, to achieve business outcomes.
• Establish delivery plans, governance, and reporting on progress and risks.
• Conduct post-implementation reviews and root cause analysis to embed continuous improvement into future delivery.

Requirements

• Proven experience in a regulated consumer environment, preferably within telecommunications.
• Demonstrated accountability for end-to-end process ownership, governance, and risk management.
• Strong capability in leading cross-functional initiatives from definition to benefits realisation.
• In-depth understanding of customer journeys, service lifecycles, and the interaction of digital, IT, and network systems.
• Experience operating within regulatory frameworks, managing incidents, and balancing compliance with customer outcomes.
• Technical and data-focused problem-solving skills to examine system behaviour and operational metrics.

Culture & Benefits

• Competitive remuneration and significant discounts on hirify.global products and retail partners.
• Flexible working arrangements (3 days office, 2 days remote).
• Collaborative office campus with comprehensive on-site facilities including a gym, childcare centre, and GP.
• Inclusive leave policies, including additional 'Connected' days for family, health, and community.
• Carer-neutral paid Parental Leave of up to 16 weeks.
• Professional development opportunities through hirify.global U’s industry-focused micro-credentials.