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Associate Director, Product Management Postpaid
4 weeks ago
At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
We are looking for an Associate Director, Product Management Postpaid which is a key leadership role within Optus’ largest consumer mobile product team, accountable for driving growth in customers, revenue, and profitability. This role owns the end-to-end roadmap and prioritisation of customer experience (CX) improvements, leads base management strategy and execution in collaboration with the Customer Engagement team—including upsell, cross-sell, and handset upgrades—and coordinates all customer retention initiatives.
Operating within a matrixed environment, the role plays a critical part in optimising the product lifecycle experience and improving value from the existing customer base.
Please note, this is a Parental Leave Fixed Term role of up to 12 months.
The day to day
- Develop and prioritise the roadmap for customer experience (CX) improvements and retention initiatives, ensuring alignment with cross-functional teams across Digital, Contact Centres, and Networks.
- Lead base management strategies in collaboration with the Customer Engagement team, with a focus on upsell, cross-sell, and rate-plan optimisation to drive ARPU growth.
- Drive improvements in key CX performance metrics through tactical interventions and regular performance management cadence.
- Act as 2IC to the Consumer Postpaid lead, supporting broader team engagement, growth initiatives, and cross-functional leadership across a matrixed organisation.
- Deliver on key KPIs including churn reduction, uplift in NPS, increased ARPU, handset renewals, and multi-product adoption across the customer base.
Why you are our next Associate Director – Consumer Postpaid Product Management
- Proven experience in product, marketing, or business leadership, including 5+ years in major local or international telcos.
- Demonstrated expertise in P&L ownership, commercial management, and operating in highly competitive markets.
- Proven track record to develop and lead world-class products and services, with deep experience in customer retention, base management, and CX.
- Strong background in strategy development, competitive market management, product operations, and digital CX capabilities.
- Tertiary qualifications in product, marketing, or business, along with demonstrated enterprise-level leadership in large-scale, complex organisations.
What’s in it for you?
- 3 days in the office, 2 days remote – with flexible hours to suit
- Inclusive paid parental leave, up to 16 weeks for the primary care giver
- All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
- Own your own growth by accessing an extensive online and facilitator led learning catalogue.
- Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.
