Customer Experience Lead for Global Telecommunication Services

1 month ago

Sydney, New South Wales, Australia Singtel Full time

At Optus, we thrive in a dynamic environment where innovation and improvement drive our success. We believe in the strength of a diverse and inclusive workforce where varied perspectives help us deliver exceptional services to our customers.

The Customer Experience Lead for Global Telecommunication Services is a pivotal role dedicated to delivering an outstanding experience to Australian and International service providers for a portfolio of Carrier Grade telecommunication products. This position demands technical expertise, service management, and people management skills, honed through extensive experience in telecommunications (or service desk) operations and management.

The Day-to-Day Responsibilities

  • Provide industry-leading client experiences.
  • Achieve global standard targets via robust strategy and technology available in the current industry.
  • Manage escalations on behalf of customers during and outside of business hours.
  • Support a wide range of carrier-grade products.
  • Lead operational projects and continuous improvement initiatives to drive operational excellence for services delivered to the customer.
  • Deliver ongoing improvements in key operational metrics for the customers including repeat incidents, financial penalties, and mean time to restore.
  • Effectively manage risks and issues for the customer's services.
  • Establish and maintain strong customer engagement and relationships with key internal collaborators and clients.
  • Provide strong leadership, mentoring, and coaching to staff and key stakeholders within the matrix organisation supporting the customer.

Why You Are Our Ideal Candidate

  • Strong technical knowledge and highly developed communication and presentation skills.
  • Availability 24/7 as required for customers and management for the resolution of major issues.
  • Solid understanding of Service provider and Global telecommunication standards.
  • Ability to manage a team of approximately 14 people with diverse skills and responsibilities.
  • Solid ability to identify and lead key Service Improvement Programs, Problem Management initiatives, and engage in transformation programs to drive improvement to the service provided.
  • Ability to collaborate with senior partners at CEO/CTO/CIO level, including influencing and presenting.

Your Benefits Package

  • A competitive salary ranging from AUD $120,000 to $180,000 per annum.
  • 3 days in the office, 2 days remote – with flexible hours to suit.
  • Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
  • All Optus employees have access to resources, webinars, and support via the 'Parents at Work portal.'
  • Ongoing growth opportunities through an extensive online and facilitator-led learning catalogue – even earn a MBA micro-credential via OptusU (University).
  • Connect at work through one of our colleague-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, and Yarn Network.
  • Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office.
  • Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20-minute travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

Learn more about what it's like to work at Optus by searching #OptusLife on LinkedIn.

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