Customer Connect Manager

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: Permanent, Full Time

Te Wāhi | Where: Auckland

Te Pūtake | Why we’re hiring: As we move toward 80% fibre uptake by 2030, we’re entering a new phase - one defined by greater complexity, smarter systems, and a step change in how we deliver for our customers.

Te Whiwhinga Mahi | The Opportunity

We’re looking for a high-impact operational leader to lead our Customer Connect function through its next chapter.

This is not a traditional operational role. You will lead teams delivering critical provisioning outcomes while shaping how the work is done in the future.

You’ll operate at the centre of a complex ecosystem - working across multiple business units, Channel Partners and suppliers - to deliver exceptional customer outcomes while embedding new ways of working powered by automation, AI, and technology.

So why join us? This highly visible role sits at the centre of how we scale, evolve and deliver as an organisation. You will help shape the future of Customer Connect while contributing to wider transformation across Chorus.

This Is An Opportunity To

• Lead through real transformation (not business-as-usual)
• Build future capability in your teams
• Influence how we operate across Network Operations and Access business units
• Deliver meaningful outcomes for customers and Aotearoa

Ō Wheako, ō Pūkenga | Your Experience

You’re an experienced people leader who thrives in complexity and knows how to create clarity, momentum, and results.

Here is a snapshot of you’ll be responsible for:

• Leading high-performing teams to deliver customer connection outcomes at scale
• Driving operational performance, workflow efficiency, and service quality
• Leading teams through significant transformation and system change (Salesforce, AI, automation)
• Uplifting team capability to meet future-state demands and increasing complexity
• Embedding strong performance, quality, and compliance frameworks
• Identifying and scaling continuous improvement opportunities
• Influencing across a broad stakeholder landscape to deliver aligned outcomes

And what we’re looking for in the ideal candidate:

• Proven leadership in fast-paced, complex operational environments
• Strong coaching and capability-building skills
• Experience leading teams through change, ambiguity, and transformation
• A track record of driving performance, quality, and operational excellence
• The ability to influence and collaborate across stakeholders at all levels
• A mindset focused on continuous improvement, learning, and adaptability

What we’re looking for goes beyond traditional operational leadership. This is about leading people, performance, and change - all at once.

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 builderto 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 and encourage you to find ways to work flexibly. 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. We know women are underrepresented in senior roles, and we want to change that. If you’re a woman looking for your next step, in a company that genuinely supports your growth, has a flexible work culture and visible female leaders we’d encourage you to apply.