Job Title

Customer Operations Manager Fibre Delivery & Service ExperienceNorth Ryde, Sydney (On-site)$140,000 + super + bonusFull-time | PermanentReady to lead customer operations at the intersection of fibre construction, service delivery, and exceptional user experience?Were partnering with a rapidly growing fibre network provider that delivers high-performance connectivity to enterprise, wholesale, and hyperscale customers across Australia. As they scale operations, were seeking an experiencedCustomer Operations Managerto play a pivotal role in fibre delivery, customer lifecycle management, and continuous service improvement.What Youll Be DoingEnd-to-End Fibre Delivery OversightLead operational performance across the fibre delivery lifecycle from LAAN and construction to haul, splicing, activation, and assuranceDrive collaboration with fibre partners, field teams, and internal stakeholders to ensure build timelines and quality benchmarks are consistently achievedCustomer Experience & Escalation ManagementAct as the key escalation point for high-impact delivery issues, delays, or service transitionsChampion the customer throughout their lifecycle, ensuring transparency, service-level adherence, and timely resolution of provisioning or performance concernsOperational Coordination & Team CollaborationCoordinate closely with offshore delivery and support teams to maintain seamless customer experiencesLead structured reporting across service delivery performance, escalation trends, and root cause analysisContinuous ImprovementIdentify and implement process improvements across fibre operations, escalation handling, and documentation workflowsContribute to the optimisation of tools and playbooks used by internal and external delivery teamsWhat Were Looking ForProven experience in customer operations, fibre service delivery, or network management rolesIn-depth understanding of fibre deployment processes, including LAAN, pit & duct, haul, splicing, and fault resolutionTrack record of managing customer escalations with composure, structure, and a customer-first mindsetExperience working alongside offshore support or delivery teams (preferred, not essential)Excellent communication and stakeholder management skills comfortable engaging both field teams and senior leadershipFamiliarity with carrier, wholesale, and enterprise fibre environmentsWhy Join?Key leadership role in a fast-growing, high-impact sectorDirect influence on customer satisfaction and operational successWork with a collaborative and future-focused teamCompetitive salary, bonus, and long-term career opportunityThis role is open to Australian Citizens and Permanent Residents only.If youre ready to take ownership of customer operations in a dynamic fibre environment, we want to hear from you.Apply now and help shape the future of fibre service excellence. #J-18808-Ljbffr