Assisted Platforms Lead

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge. Could that be you? Your opportunity: With a deep understanding of customer and end-user needs and pain points, the Assisted Platforms Lead will drive game-changing customer experiences as a market differentiator. The purpose of the role is to define the product strategic vision and roadmap in line with the overarching Customer Operations and Shared Services strategy. Key inputs into the roadmap includes customer and end-user needs and pain points analysis, competitor analysis, market trends, industry best practice and emerging technologies. The Assisted Platforms Lead will partner with delivery teams and subject matter experts from initiative ideation through to customer and business benefits realisation. You’ll make impact by: Demonstrating product thought leadership and design a strategic roadmap to incrementally add value to customers and our business in line with the Customer Operations vision and OKRs. Communicating an inspiring vision for your product and strategic initiatives at all levels, for stakeholder buy in and leadership endorsement. Developing and implementing a range of methodologies such as customer/user hypothesis testing to validate the Desirability, Viability and Feasibility of initiatives. Partnering with portfolio manager and product management peer group for strategy and prioritisation alignment. Inspiring and empowering cross-functional delivery teams through consultation and collaboration to achieve product strategy target outcomes. Continuously measure product performance against OKRs such as tNPS, contact volume trends, channel mix and customer resolution metrics. Leading and developing a small team of subject matter experts including overall role management, escalations, personal development planning and performance reviews. What you’ll bring: 5+ years experience in a fast-paced service industry or organisation that is highly complex with rapid change. Experience in service customer channels such as contact centre and back office environments. Demonstrated effective communication and presentation skills with senior leadership impact and influence. Experience driving engagement and buy-in in a complex stakeholder environment with competing priorities. Proven experience of data driven decision making to achieve targets and KPIs. Creative problem solving with consideration across customer, people, process and system. Led efforts to drive and embed customer‑centric mindsets and human‑centred thinking. Servant leadership skills with experience leading a small team. Proven focus on personal, team and stakeholder development. A passion for all things digital, and a curiosity about emerging self‑service technologies. What’s in it for you? Flexible hybrid way of working (from home and office) ‘Stay Connected Mobile’ – Access to a free mobile plan ‘Stay Connected NBN’ – Access to a free NBN 100 plan ‘Your Leave’ – an additional 4 days of leave to be used whenever you like – every year Access to TPG Learning Hub platform and internal development opportunities Access to Corporate Partner Discounts Come join us and build a better future. Apply today. Don’t meet every single requirement? That’s OK At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work – regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply – you might just be the perfect candidate for a similar role with us Learn more about life at TPG Telecom here. TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo. Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes. Be careful – Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr