Head of Customer Connect

Nau mai, haere mai. We’re Chorus. You may have already heard about us and know we’re the team empowering the digital future of Aotearoa with our ultra-fast fibre. We’re a talented bunch who are passionate about our purpose; Unleashing potential through connectivity. Enabling better futures for Aotearoa.

Te Momo Tūranga | Contract: A permanent, fulltime position

Te Wāhi |Where: Auckland, Wellington or Christchurch

Te Pūtake | Why we’re hiring: We’re stepping into our next chapter, aspiring toward 80% fibre uptake across the motu by 2030. With our new strategy providing the roadmap for what we’re working to achieve and how we’ll get there, opportunities are emerging as we seek to expand our capability and talent in new and different spaces.

Te Whiwhinga Mahi | The Opportunity

We’re looking for an experienced senior leader to take ownership of the end-to-end customer connection journey. This role is central to ensuring our connection programmes deliver on performance, experience, and cost-efficiency — from the moment an order is placed through to activation with end customers. You’ll lead a vibrant adaptive team focused on optimising fulfilment, working closely with key internal and external partners to ensure that both operational performance and customer expectations are consistently met.

This is a broad and highly collaborative role that touches many parts of the business. You’ll play a pivotal role in shaping and simplifying our processes, driving the connect CX performance, and ensuring alignment across the Access Team. Our Access team is our consumer powerhouse, with a core focus linked to our aspiration of 80% fibre uptake in Aotearoa New Zealand. We do this by partnering with our Retail Service Providers in their efforts to win new NZ fibre homes, connect them seamlessly, and keep them happy in the long run by providing the best experience possible.

You’ll be responsible for managing service delivery, improving technician and customer experiences, and ensuring adequate resourcing is in place to meet agreed plans. You’ll also work across teams to drive continuous improvement, support regulatory compliance, and ensure we’re delivering a clear and consistent journey for customers and key channel partners. Optimising fulfilment of all connection orders by balancing customer satisfaction, cost-to-serve, and retention, using data and insights to drive improvements. You will do this leveraging your experience with adaptive agile teams and complex matrix organisations

Things you’ll be focused on day to day include:

• Being a member of the Access Leadership team with strong connections to Network Operations to drive fibre take-up
• Managing field technician delivery and the wider service model to ensure it's effective, scalable, and supports great outcomes for customers and key channel partners.
• Overseeing key relationships with key channel partners, suppliers, and partners, ensuring performance expectations are met and service is consistently delivered.
• Collaborating across multiple teams align resources, remove roadblocks, and deliver a seamless, connected customer journey.
• Leading teams under agile frameworks, prioritising the appropriate resources to support planned initiatives.
• Owning the customer connection experience, including managing escalations, and ensuring the journey is simple, effective, and compliant.
• Ensuring delivery against service levels and within budget, while supporting regulatory compliance and efficient use of capex and opex across all connection activities.
• Being a contributing member of multiple senior leadership teams, playing an active role in shaping strategy, building team culture, and supporting pan-business initiatives.

If you’re comfortable navigating complexity, influencing across teams, and leading operational and strategic change, we’d love to hear from you.

Ō Wheako, ō Pūkenga | Your Experience

You must be a proven leader with 10+ years’ experience in an operational leadership role, ideally within a customer-facing environment across both business and consumer segments. You’ll bring a strong background in managing inbound service channels, including voice, along with a solid understanding of process development and continuous improvement. Your ability to engage confidently with senior stakeholders is critical — both internally and with our external partners. A strong customer service ethic is key, along with a sound grasp of legal and regulatory frameworks, and experience in managing commercial contracts and vendor delivery agreements. You’ll be someone who’s comfortable navigating complexity, focused on delivering results, and able to lead through influence and collaboration.

Mō mātou | About us

We’re shaping a future where all New Zealanders are free to access opportunities that define their own lives, as we expand our network to help Aotearoa grow.

With a new strategy in place and a powerful, inspiring purpose, Chorus is an exciting space right now. We’re on the path to moving from being the great network builder to being the great network operator. To do that, we embrace our mindsets: Be bold, ignite growth, Honour our past, reimagine our future, and Connect communities, empower people. We need people who not only embody these mindsets and the underpinning behaviours but who also inspire others to do the same.

With our Chorus Care package benefits behind you, you’ll have the opportunity to learn and grow alongside a caring, open-minded team in an environment that embraces diversity, encourages innovation, redefines flexibility, and offers an enviable work life balance.

Nōu te mana | Work your way

We know how to do hybrid working well and have been doing it for years. We encourage you to find ways to work flexibly with 2-3 days in the office. If it suits your circumstances and delivers great outcomes for Chorus – that’s when you know you’ve found the Flex@Chorus Sweet Spot!

He Wāhi Whakaōrite Whiwhinga Mahi.

We have a fair, inclusive and equitable culture where our differences are our strengths, we connect on shared values, and everyone has the opportunity to thrive. Please let us know of any accessibility requirements you would like us to consider to support you with your application.

Come and be part of a new era at Chorus, apply today.