Associate Director, Remediation

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions. 

As the Associate Director, Remediation, you will play a key role in driving the effective delivery of Optus's customer remediation function, ensuring fair, timely, and customer-centred outcomes across complex complaint management, systemic issue resolution, and regulatory compliance. You will lead the development and execution of detailed strategies to support both a compliant and customer centric experience.  

What You’ll Do | Your day to day will consist of 

• Lead and optimise a team of remediation case managers to ensure consistent application of remediation standards, frameworks, and methodologies across all programs managed by the team. 

• Influence internal culture and decision-making to align with fair, reasonable, and ethical customer stand...