Interaction Optimisation & Assurance Manager

• Lead the future of customer interactions at Sydney Water
• Parramatta – Hybrid Working Arrangements
• Full Time – Permanent Position

About us

At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities, and our employees. We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. Our people and their jobs are as diverse as the communities we serve. 

About the role

As the Interaction, Optimisation and Assurance Manager, you’ll sit at the intersection of strategy and day‑to‑day customer operations. This role leads the enterprise direction and performance for customer interactions across telephony channels, leads the deployment of technologies for telephony platforms, and strategizes when and how to migrate interactions to digital channels, ensuring customers are serviced by the right channel at the right time.

You’ll be accountable for monitoring & shaping Sydney Water’s externally facing telephony ecosystem, developing interaction and migration strategies that improve customer experience, optimise costs, reduce risk and support the organisation’s broader digital and customer experience roadmap. You’ll also lead a specialist team that delivers operational interaction insights, workforce optimisation of our call centres, training customer interaction agents, and provides project support across the Customer Experience Group for continuous improvement opportunities.

What you’ll do

• Set and lead the enterprise‑wide telephony and customer interaction strategy aligned to Sydney Water’s Customer Experience and Digital strategies.
• Act as Product Owner for the telephony platform (Genesys Cloud), driving optimisation, innovation and new use cases such as live chat, AI and SMS.
• Lead and develop a team responsible for workforce planning, scheduling, training, quality assurance and operational support.
• Provide enterprise‑wide interaction data, insights and performance reporting to inform executive and Board decision‑making.
• Drive migration of suitable customer interactions from telephony to digital self‑service channels.
• Ensure business continuity through effective emergency response planning and operating licence compliance.
• Lead continuous improvement initiatives, using data, automation and predictive insights to improve efficiency and customer outcomes.
• Provide project management support for strategic initiatives across Customer Contact and Customer Billing, Accounts & Metering teams.

What you’ll bring

You’ll bring a blend of strategic leadership, operational expertise and strong people management capability, including:

• Tertiary qualifications in business, information technology or a related discipline.
• Extensive experience in contact centre operations, customer service environments and workforce planning.
• Proven leadership experience managing teams in high‑volume, customer‑facing environments.
• Strong experience with contact centre technologies such as telephony platforms, workforce management tools and reporting systems.
• Highly developed strategic, analytical and problem‑solving skills, with the ability to respond quickly to unplanned events.
• Exceptional stakeholder management, communication and influencing skills across all organisational levels.
• Experience leading digital transformation, process optimisation and continuous improvement initiatives.
• Genesys Cloud CX Professional certification. 
• Experience with human‑centred service design or emergency response management.

Essential Requirements

• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Interested in this role? Apply now.

Closing date: Tuesday 7th April 2026.

For more information, or to request an accommodation information, you can contact priscilla.dahdah@sydneywater.com.au

Sydney Water Benefits

• Competitive remuneration that recognises your skills and contribution
• Hybrid work model, supporting balance and collaboration
• Leadership and professional development programs
• 24/7 Employee Assistance Program for you and your family
• Discounted private health insurance
• 18 weeks fully paid parental leave + childcare allowance
• Fitness Passport access to gyms and pools across NSW
• Novated leasing options to support financial wellbeing

Working at Sydney Water

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.  

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans. 

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. 

We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application.

Please see the job profile for the role’s full accountabilities.