Product Optimisation Lead

Virgin Australia; Brisbane; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Discounted flights

Hybrid work

South Bank head office location

Travel discounts

Counselling and wellbeing app

Dress for Your Day

Job summary

Virgin Australia is looking for a Product Optimisation Lead to drive the optimisation of customer operations platforms across our contact centres, including offshore teams. You’ll translate priorities into a roadmap that supports messaging, AI-enabled service and automation, while improving experiences for guests, members and colleagues.

You’ll own requirements for queues, routing, IVR and messaging flows, using data to build business cases and partnering with Technology, Digital, Workforce

Qualifications

• Experience in optimizing contact centre tech in a high-volume service environment.
• Hands-on with Genesys Cloud and Salesforce; IVR and messaging flows.
• Proven track record delivering platform improvements with measurable benefits.
• Proficient using Excel/Power BI/SQL for data analysis.
• Ter tiary qualification in Business/IS/Engineering; Lean Six Sigma or Agile certifications valued.

Responsibilities

• Lead the optimisation of customer operations platforms across contact centres and offshore teams.
• Translate operational problems into clear requirements and prioritised roadmaps.
• Drive data-informed opportunities and build business cases to improve customer effort and cost-to-serve.
• Collaborate with Operations, Technology, Digital, Workforce Planning and vendors to implement changes.

Skills

Contact centre optimization

Genesys Cloud

Salesforce

IVR design

Data analysis

Excel

Power BI

SQL

Stakeholder collaboration

Education

Tertiary qualification in Business/IS/Engineering

Tools

Genesys Cloud

Salesforce

Excel

Power BI

SQL

Job description

We’re the airline that dares to be different, bold, down-to-earth and built around giving our guests real choice. Safety is our backbone, service is our heartbeat, and our people are our superpower.

At Virgin Australia, we’re on a mission to be Australia’s most loved airline, for our people, our guests and our owners and we’re looking for passionate talent to help take us even higher.

We’re vibrant, authentic and unapologetically human. Here, you can bring your whole self, your Virgin Flair and your ambition to a team that champions individuality, innovation and a whole lot of heart. If you’re excited by meaningful work, real opportunities to grow, and a culture where you can genuinely make a difference, you’ll feel right at home with us

What you’ll be doing/your impact:

As Product Optimisation Lead, you’ll lead the optimisation of platforms and related servicing workflows across our Customer Operations Contact Centres, including offshore teams. Working across Genesys Cloud, Sabre, Salesforce and their integrations, you’ll turn operational priorities into a sequenced roadmap that supports the move to messaging, AI-enabled service and automation, while making service easier for guests, members and our people.

As the Customer Operations business owner for contact centre platform optimisation, you’ll shape operational requirements for queues, routing, voice menus and messaging flows. You’ll use data to drive opportunities, build business cases and track improvements in customer effort, repeat contact, transfers and cost to serve. Working with Technology, Digital, Workforce Planning, Business Improvement, Service Design, vendors and operational leaders, you’ll deliver practical changes that meet internal customer needs and support consistent service.

You’ll be great in this role if you:

• Bring significant experience in optimising contact centre technology, systems and related servicing workflows in a high-volume service environment.
• Have hands‑on experience with contact centre and customer relationship management platforms, including Genesys Cloud and Salesforce, and with queue, routing, interactive voice response (IVR) and messaging flow design.
• Have a strong track record of delivering platform improvements, process simplification or automation with measurable benefits for customer experience, frontline effort or cost to serve.
• Use operational and system data to identify and size opportunities; experience with Excel, Power BI or SQL will be valuable.
• Translate operational problems and internal customer needs into clear requirements, acceptance criteria, prioritised roadmaps, business cases and benefits tracking.
• Build strong partnerships with Operations, Technology, Digital, Workforce Planning, vendors and offshore teams to influence priorities and deliver system changes that work for the frontline.
• Apply continuous improvement, process mapping, Lean problem solving and root cause analysis to platform and workflow optimisation.
• Bring a tertiary qualification in Business, Information Systems, Engineering or a related discipline, or equivalent experience. Platform, Lean Six Sigma or project and agile certifications will be highly regarded.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins:

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.