Customer Operations Manager – Fibre Delivery & Service Experience

📍 North Ryde, Sydney (On-site)
💼 Customer Operations | Telecommunications
💰 $140,000 + super + bonus
🕒 Full-time | Permanent

Ready to lead customer operations at the intersection of fibre construction, service delivery, and exceptional user experience?

We’re 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, we’re seeking an experienced Customer Operations Manager to play a pivotal role in fibre delivery, customer lifecycle management, and continuous service improvement.

What You’ll Be Doing

End-to-End Fibre Delivery Oversight

Lead operational performance across the fibre delivery lifecycle — from LAAN and construction to haul, splicing, activation, and assurance

Drive collaboration with fibre partners, field teams, and internal stakeholders to ensure build timelines and quality benchmarks are consistently achieved

Customer Experience & Escalation Management

Act as the key escalation point for high-impact delivery issues, delays, or service transitions

Champion the customer throughout their lifecycle, ensuring transparency, service-level adherence, and timely resolution of provisioning or performance concerns

Operational Coordination & Team Collaboration

Coordinate closely with delivery and support teams to maintain seamless customer experiences

Lead structured reporting across service delivery performance, escalation trends, and root cause analysis

Continuous Improvement

Identify and implement process improvements across fibre operations, escalation handling, and documentation workflows

Contribute to the optimisation of tools and playbooks used by internal and external delivery teams

What We’re Looking For

✅ Proven experience in customer operations, fibre service delivery, or network management roles
✅ In-depth understanding of fibre deployment processes, including LAAN, pit & duct, haul, splicing, and fault resolution
✅ Track record of managing customer escalations with composure, structure, and a customer-first mindset
✅ Experience working alongside offshore support or delivery teams (preferred, not essential)
✅ Excellent communication and stakeholder management skills — comfortable engaging both field teams and senior leadership
✅ Familiarity with carrier, wholesale, and enterprise fibre environments

This role is open to Australian Citizens and Permanent Residents only.

If you’re 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.