- Melbourne, Victoria, Australia
- Hybrid
- Full-time · Manager
Lead a team responsible for the capabilities and tools that underpin connected member and frontline experiences, shaping the vision, strategy, and roadmaps for assisted-channel capabilities including CRM, agent tools, telephony, and AI.
Responsibilities
- Lead the vision, strategy and roadmap for assisted-channel platforms and capabilities supporting member and frontline experiences.
- Partner with frontline teams, channel stakeholders and Product Owners to understand needs and co-create exceptional experiences and tooling.
- Shape platform roadmaps aligned to the organisation’s digital-first strategy and communicate a clear product vision across stakeholders.
- Collaborate with Architecture, Technology, Marketing, Product and Service teams to translate business needs into prioritised requirements and deliverable outcomes.
- Manage product priorities and backlogs, balancing strategic objectives, operational needs, platform performance and member feedback.