Head of Home Internet - Product Experience and Devices

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:

The Head of Home Internet - Product Experience and Devices is responsible for leading the end-to-end performance, customer experience and commercial outcomes of key product episodes and device-related propositions. The role ensures strong cross-functional delivery across priority customer journeys, successful device launches, high-quality device customer experiences, and effective inventory management. This role is accountable for improving customer and business outcomes through delivery of market-leading customer experience, operational execution and continuous improvement.

Responsibilities:

• Own and improve end-to-end health of priority cross-functional product episodes, ensuring strong performance across customer, operational and commercial measures.
• Lead the planning and execution of broadband device launches, ensuring readiness across proposition, operations, systems, channels and customer communications.
• Drive improvements in device customer experience, identifying pain points and implementing changes to improve satisfaction, activation success and service outcomes.
• Oversee inventory management to ensure appropriate stock availability, minimise aged and obsolete stock, and support efficient working capital outcomes.
• Monitor and manage performance across key product and customer experience metrics, identifying risks, issues and opportunities for improvement.
• Work cross-functionally with Product, Channels, Technology, Operations, Logistics, Marketing and Customer Care teams to deliver seamless customer outcomes.
• Establish clear performance reporting and governance for product episode health, device performance and inventory outcomes.
• Lead continuous improvement initiatives to reduce customer friction, improve operational efficiency and strengthen end-to-end delivery outcomes.

What you’ll bring:

• Demonstrated leadership experience in product, customer experience, commercial or operational roles.
• Strong understanding of end-to-end customer experience and journey performance.
• Experience leading cross-functional initiatives across multiple teams and business units.
• Strong commercial and customer mindset, with the ability to balance growth, experience and operational performance outcomes.
• Experience managing device propositions, launches, customer experience and/or supply chain or inventory-related outcomes.
• Strong analytical capability, with experience using performance metrics and insights to drive decision-making and improvement.
• Excellent stakeholder management skills, with the ability to influence across senior leaders and delivery teams.
• Strong communication skills, with the ability to translate complex issues into clear priorities and actions.

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, high‑speed NBN plan (up to 500 Mbps)
• ‘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.

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