Description:
The Vulnerable Customer Implementation & Execution Manager is responsible for ensuring Optus delivers meaningful, trauma-informed support to customers experiencing vulnerability. As expectations grow for telecommunications providers to provide tailored and proactive care, this role plays a vital part in reducing barriers to service, minimising customer distress, and championing positive, safe, and inclusive experiences. Working within a strategic and transformation-focused team, the manager helps implement flawless, high-impact initiatives that support vulnerable customers, including after-hours support, dedicated case management, and transparent reporting on outcomes.
Reporting to the Associate Director of Vulnerable Customers, this role owns the execution of strategic programs across compliance, frontline enablement, and customer advocacy. Success depends on strong operational and stakeholder management capabilities, as well as a deep understanding of customer experience, service delivery, and regulatory standards. This role will demonstrate principles of empathy, with the ability to translate strategy into practical, customer-centric solutions—driving uplift in capability and outcomes across the organisation.
Your day in the life of a Vulnerable Customer Implementation Manager at Optus
- Champion Vulnerable Customer Advocacy: Lead by example to reduce customer effort and improve outcomes through urgency, care, and advocacy across the organisation.
- Drive Strategic Program Execution: Deliver key initiatives such as the Vulnerable Customer Framework, Insights Program, and DFV Standards, ensuring compliance, alignment, and measurable impact.
- Own End-to-End Delivery: Manage execution timelines and cross-functional collaboration for all initiatives, translating strategy into effective, customer-led solutions with strong business outcomes.
- Ensure Operational Readiness & Risk Mitigation: Embed initiatives with clear support structures and proactively identify and manage risks impacting vulnerable customers.
- Leverage Insights for Continuous Improvement: Work with internal forums and various business partners to identify root causes of customer issues, drive action plans, and implement improvements.
- Enable Frontline Channels: Craft and deliver training, tools, and communications that equip contact centre, retail, and digital teams to confidently support vulnerable customers.
- Lead Engagement & Advocacy Efforts: Provide consultation, represent Optus at industry forums, support regulatory engagement, and foster partnerships that improve care for vulnerable customers.
Your Skills To Make An Impact
- Relevant qualification in Business, Commerce, or Management with proven experience in contact centre or retail operations, and 5+ years in telecommunications or essential services, including legal and regulatory knowledge.
- Demonstrated ability in leading teams and 3+ years in strategic or capability roles within fast-paced, multinational environments.
- Experience in vulnerable customer care, regulatory compliance, remediation, or service delivery, with preference for backgrounds in financial services, utilities, or complaint/dispute resolution.
- Proven ability to craft and implement transformation initiatives, lead successful programs, and develop meaningful business metrics aligned to strategy.
- Intricate understanding of regulatory frameworks and laws, with strong diagnostic, consulting, and organisational change capabilities.
- Outstanding written and verbal communication, with the ability to influence senior stakeholders, facilitate workshops, and manage cross-functional relationships.
- Strong leadership, coaching, innovation, resilience, attention to detail, and a self-motivated, professional approach to achieving results and continuous improvement.