Manager, Assisted Channels & AI-Driven Member Tools

AustralianSuper Pty Ltd; Melbourne; In loco; AUD 120.000 - 160.000; Tempo pieno

Descrizione del lavoro

AustralianSuper Pty Ltd seeks a seasoned Product Leader for Assisted Channels to drive the vision, roadmap and capabilities underpinning connected member and frontline experiences. You will shape AI-enabled tooling, CRM and agent tooling while aligning with the digital-first strategy and delivering impactful outcomes for members.

You will lead a high-performing team, partner with cross-functional stakeholders and translate business needs into actionable roadmaps and deliverables, ensuring member

Competenze

• Significant experience in product management or similar role in complex digital and assisted-channel environments.
• Strong knowledge of contact centre technology including CRM and agent desktop tooling.
• Experience in Agile delivery and translating business needs into clear product priorities and roadmaps.
• Experience delivering AI capabilities with tangible business outcomes or value.
• Strong people leadership and stakeholder management in a large organisation.

Mansioni

• 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.
• Lead and develop an engaged, diverse and high-performing team, embedding a strong member, service and continuous-improvement culture.
• Use evidence, performance insights and data to support prioritisation and improve member value, service outcomes and platform performance.

Descrizione del lavoro

AustralianSuper Pty Ltd seeks a seasoned Product Leader for Assisted Channels to drive the vision, roadmap and capabilities underpinning connected member and frontline experiences. You will shape AI-enabled tooling, CRM and agent tooling while aligning with the digital-first strategy and delivering impactful outcomes for members.

You will lead a high-performing team, partner with cross-functional stakeholders and translate business needs into actionable roadmaps and deliverables, ensuring member