Customer Experience Manager Optus

Job Description

Customer Experience Manager will be an interface to Region assuring the delivery of MS. The incumbent will work closely with Stream to fulfil Nokia contractual obligations as per the cost baseline and resources requirements while ensuring the highest customer satisfaction and readiness for the growth strategy.

How You Will Contribute And What You Will Learn

• Act as the primary interface to the Region, ensuring smooth and compliant delivery of Managed Services (MS)
• Collaborate with Streams to meet contractual commitments, balancing cost baselines, resource plans, and customer expectations
• Own E2E planning, reporting, and governance of financial and operational performance for the delivery scope
• Ensure SLA/KPI adherence, drive closure of critical tickets, and lead escalation and problem management
• Manage operational governance with Region and Customer teams, ensuring transparency and alignment
• Lead resource planning, demand forecasting, and team competence management, including ramp-up/down decisions
• Drive transformation, automation, and cost efficiency initiatives to achieve savings and improve profitability
• Own customer satisfaction and relationship management, while identifying risks, preventing scope creep, and enabling growth opportunities
  
  

Key Skills And Experience

You Have:

• B.E/B.Tech/M.E/M.Tech with 15+ years of experience in telecom service delivery / technology management
• Hands on experience on network domains and service operations
• Solid knowledge of Incident, Problem, and Change Management with proven SLA/KPI governance
• Ability to manage customer relationships and internal stakeholders effectively
• Proven capability to handle multiple high-priority projects in dynamic environments
• Strong leadership, influencing, and execution focus with ability to work across delivery domains
• Understanding of commercials, cost management, and financial outcomes
  
  

Nice-to-Have:

• Translate customer needs into business and growth opportunities
• Process improvement mindset, conflict management, and inclusive leadership style
  
  

About Us

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.

Learn more about life at Nokia .

Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .

---