Associate Director, Product and Process (Telecom)

TL;DR

Associate Director, Product and Process (Telecom): Leading the design and optimization of end-to-end mobile customer journeys across digital, retail, and AI channels with an accent on process maturity and business performance. Focus on leveraging data insights to remove blockers, designing customer-centric workflows, and driving digital adoption.

Location: Hybrid (NSW, Australia)

Company

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

What you will do

• Own and optimize end-to-end mobile customer processes to ensure high levels of maturity and effectiveness.
• Define strategic roadmaps to continuously improve customer journeys and overall business performance.
• Design seamless customer experiences across digital, contact center, and retail channels based on customer needs.
• Use data and insights to monitor performance, identify issues, and drive measurable improvements.
• Collaborate cross-functionally with Product, IT, AI, Finance, Risk, and Retail teams to align delivery.
• Develop business cases for enhancements that reduce costs and increase digital adoption.

Requirements

• 7–10 years of experience in product, process, or customer experience leadership.
• Strong stakeholder management skills and the ability to influence diverse teams.
• Data-led mindset with the ability to use insights to inform decisions.
• Experience managing end-to-end delivery and process performance.
• Knowledge of Lean Six Sigma and product thinking approaches.
• Must be based in New South Wales (NSW), Australia.

Nice to have

• Exposure to digital and AI-enabled customer experiences.

Culture & Benefits

• Flexible working arrangements: 3 days in office, 2 days remote.
• Competitive remuneration and employee discounts, including monthly credits and 25% off hirify.global products.
• Vibrant office campus with cafes, gym, on-site childcare, and health services.
• Inclusive carer-neutral 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.