Operations Manager - VoIP Services
Job Overview
Company Overview
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.
Visit www.superloop.com to learn more.
Business Unit Overview
Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.
The Network Operations team plays a central role in supporting Superloop’s network, products and services across managed services and connectivity for wholesale, consumer and business customers. The team is comprised of multiple technical teams, with networks and services supported 24x7x365. The team provides a mix of technical and customer service support, ranging from the first point of contact for issues and enquiries to more complex issues and advanced troubleshooting.
Role Purpose
The Operations Manager – VoIP Services is accountable for the operational performance, service quality, and regulatory compliance of Superloop’s VoIP products and supporting platforms. The role leads the corporate VoIP provisioning and support teams and drives service management practices across incident, change, and problem management to ensure reliable, secure, and customer-focused outcomes. This position owns the operational cadence (KPIs, reporting, and governance), manages supplier performance and compliance obligations (including Emergency Call Service (000) requirements), and ensures the ongoing readiness and evolution of Superloop’s voice infrastructure.
Key Responsibilities
• Lead and manage the VoIP Services team, ensuring high performance across provisioning, support, administration, and delivery activities.
• Own Emergency Call Service (000) operational compliance for VoIP services, including maintaining an assurance approach for obligations, operational testing, evidence capture, and audit readiness, and implementing governance across upstream VoIP suppliers to ensure an end-to-end compliant service chain.
• Ensure team members have the documentation, skills, and capability required to deliver VoIP services, including maintaining current runbooks, knowledge articles, and training pathways.
• Act as the primary escalation point and incident leader for complex customer and internal VoIP-related issues, ensuring timely resolution, clear stakeholder communication, and robust post-incident review outcomes.
• Establish and run an operational performance cadence for VoIP services (KPIs, dashboards, service reviews, and continual improvement), including trend analysis across availability, incident performance, provisioning, and customer experience measures.
• Lead vendor performance management for VoIP platforms and interconnects (SLAs, incident contribution, corrective actions, and service credits where applicable), and chair regular supplier governance reviews.
• Ensure operational readiness for VoIP changes and product releases, including support model definition, monitoring and alerting coverage, cutover/rollback plans, and stakeholder sign-off.
• Ensure adherence to Superloop ITSM frameworks for Incident Management, Change Management, and Problem Management, and drive root-cause elimination and control effectiveness across VoIP operations.
Qualifications and Experience
• Bachelor’s degree in IT, Telecommunications, Engineering, or a related field (or equivalent industry experience).
• Minimum 5 years’ experience in an operational leadership role within a voice product vendor, carrier, or Tier 1 voice provider organisation, including leading teams supporting business-critical services.
• Demonstrated experience working with regulators and/or compliance stakeholders on VoIP and ECS (000) obligations, including operational testing, evidence management, and remediation of findings.
• Proven capability in vendor governance and performance management, balancing operational outcomes, risk management, and regulatory compliance.
• Experience establishing operational controls and assurance practices (including audit readiness) for regulated services and third-party supply chains.
• Strong technical knowledge of VoIP platforms and protocols, including FreePBX, Microsoft Teams Voice, 3CX, Asterisk, SBCs, and SIP.
• Excellent communication skills, both written and verbal, with the ability to engage technical and non-technical stakeholders.
• Experience with project management and ITSM service management methodologies.
On Offer
Free Home Broadband
Free Mobile SIM plan
Flexibility – 3 days/week in the office
Lunch on Wednesdays, snacks, donuts and more!
Diverse and inclusive culture
Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.
At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.