About Us
At Aussie Broadband, things are done a little bit differently. Our goal is to be the telco people love – customers, team members, shareholders and all stakeholders. We do this by living and breathing our values in everything we do, that's the Aussie way. As a B Corp Certified company, we hold ourselves to the highest standards for social and environmental performance, transparency, and accountability. We're proud to have been named one of Australia's Top Employers by HRD magazine.
Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.
Our culture is built on five values that guide everything we do:
Don't be ordinary, be awesome | Think BIG | No bullsh*t | Be good to people | Have fun
We're looking for a National Operations Manager - Residential Customer Operations to lead our operational support functions and help shape the future of our customer operations. Leading the teams and functions that support our customer operations, you'll drive performance, consistency and continuous improvement across phone, digital and customer administration channels.
Based in Dandenong or Traralgon, you'll drive continuous improvement, support high-performing teams and deliver strong business outcomes.
What You'll Do
Lead operational support functions across phone, digital and customer administration channels
Drive process improvement, operational efficiency, and consistent service delivery across all sites
Lead reporting, analytics, capability, and quality assurance functions to support business performance
Oversee operational projects and initiatives, ensuring successful delivery and stakeholder engagement
Partner with Workforce Management to optimise resourcing, performance, and customer outcomes
Use data and insights to identify trends, inform decision-making and improve operational effectiveness
Lead, coach, and develop a high-performing team, building capability and succession pathways
Build strong relationships with internal stakeholders and support recruitment activities across Customer Operations
Act as a trusted partner to the General Manager, Customer Operations, including providing leadership support when required
What You'll Bring
Proven experience leading teams in a fast-paced operations or contact centre environment
Strong people leadership skills, with the ability to coach, develop and build high-performing teams
Experience driving process improvement and operational excellence
Excellent communication and stakeholder management skills
Strong analytical, problem-solving, and decision-making capability
Ability to manage change, support key projects and influence positive outcomes
Highly organised with strong attention to detail and the ability to manage competing priorities
Experience working with technology platforms and vendor partners to improve operational performance
Adaptable, proactive, and comfortable working in a dynamic environment
Telco industry experience will be highly regarded
Why Join Us
At Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole self to work. As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people."
We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.
The Good Stuff
- 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
- Discounted internet up to the value of $109 per month
- 20% off Mobile services
- Fitness Passport for access to multiple gyms and pools across Australia
- Flexible working arrangements
- Employee Assistance Program (EAP)
- Discounts with Specsavers, HCF, and many more
- Monthly rewards and recognition
- Internal training and development resources to support your career growth
- Yearly Aussie merch allowance
Ready to Join?
Hit the apply button to submit your application and our team will be in touch!
Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.
For questions, reach out to [email protected]. Just note that all applications must be submitted via the job link.
Skills Required
- Proven experience leading teams in a fast-paced operations or contact centre environment
- Strong people leadership skills, including coaching, development, and building high-performing teams
- Experience driving process improvement and operational excellence
- Excellent communication and stakeholder management skills
- Strong analytical, problem-solving, and decision-making capability
- Ability to manage change, support key projects, and influence positive outcomes
- Strong organisation, attention to detail, and ability to manage competing priorities
- Experience working with technology platforms and vendor partners to improve operational performance
- Adaptability and a proactive approach in a dynamic environment
- Telco industry experience
What We Do
Aussie Broadband is in business to change the telco game. We're a rapidly growing internet service provider with a reputation for providing high-quality internet, transparent customer service and a great place to work. We are proud to have an all-Australian based support team, and don't need to go offshore. We believe it is possible to work smarter, not harder, and keep jobs locally. We've evolved from a start-up in a lounge room in Morwell, later merging with Westvic Broadband, and now listed on the ASX. We are the fifth largest provider of NBN services across Australia. We offer a range of services across the residential, small business and enterprise segments, wholesale and white label segments. Aussie Broadband is also well-known for operating a quality network, with the rollout of our own fibre network across Australia underway. We not only challenge the game in telco, but also other games worth playing - like a focus on inclusion, values that live within the business rather than on the walls, how a rapidly growing company can still feel like a family, how we can make our communities better, and how a regional business can make a national impact.
