Senior Product Manager

NSW Department of Customer Service; Sydney; Hybrid; AUD 135,000 - 162,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

NSW Department of Customer Service in Sydney CBD is seeking a Senior Product Manager to lead the end-to-end lifecycle of a significant digital product. You will shape strategy, identify customer needs and drive evidence-based decisions to deliver measurable outcomes for customers and the organisation.

Working in a product trio with Engineering and Design, you will prioritise opportunities, align stakeholders and guide investment decisions across Digital Services and partner agencies, with a

Qualifications

• Experience leading complex digital products or problem spaces with ambiguity and multiple stakeholders.
• Proven ability to define product strategy, create clear roadmaps and deliver measurable outcomes.
• Strong discovery skills: identify, validate and size opportunities.
• Experience working in cross-functional product teams with Engineering and Design.
• Ability to balance customer needs with business and technical trade-offs.

Responsibilities

• Lead end-to-end product lifecycle from discovery through delivery and continuous improvement.
• Own an outcome-oriented product roadmap using customer insight, research and data to prioritize opportunities and define success measures.
• Lead product planning and prioritisation with a clear backlog aligned to strategic goals and customer outcomes.
• Partner with Engineering and Design to balance customer needs, business objectives, risk and technical considerations.
• Drive discovery with customers, stakeholders and delivery teams to identify opportunities and validate solutions.

Skills

Product strategy

Roadmapping

Stakeholder management

Discovery

Cross-functional team collaboration

Job description

NSW Department of Customer Service - Sydney CBD NSW

• Full Time (35hpw) Temporary to September 2027
• Salary range: $134,626 - $162,153pa + super
• Sydney City/Haymarket, Gosford or Parramatta Office location with hybrid working (1-2 days in the office)

About the team

Digital Services delivers products and platforms that enable customers and businesses to securely and seamlessly access government services online. Our work improves customer experiences, increases digital adoption and helps NSW Government agencies deliver services more effectively and efficiently.

Our focus includes reducing customer effort, improving experiences across digital services, increasing adoption of digital channels and delivering scalable platform capabilities. This newly established temporary role will support key enterprise pipeline initiatives across Digital Services.

About the role

As Senior Product Manager, you will lead the end-to-end product lifecycle across a significant digital product, platform or customer problem space. You will shape product strategy, identify customer needs, validate opportunities and make evidence-based decisions that deliver measurable customer and business outcomes.

Working in a product trio with Engineering and Design, you will bring clarity to complex and ambiguous problems, align stakeholders and guide investment and prioritisation decisions across Digital Services, Service NSW and partner government agencies.

Key Responsibilities

• Lead the end-to-end product lifecycle, from discovery and strategy through to iterative delivery and continuous improvement.
• Own an outcome-oriented product roadmap using customer insight, research, data and stakeholder feedback to prioritise opportunities and define success measures.
• Lead product planning and prioritisation, maintaining a clear backlog aligned to strategic goals and customer outcomes.
• Partner with Engineering and Design leaders in a product trio to balance customer needs, business objectives, risk and technical considerations.
• Drive discovery with customers, stakeholders and delivery teams to identify opportunities, validate solutions and improve the customer experience.
• Build strong relationships across Digital Services, Service NSW and partner agencies to align diverse views and influence decision-making.
• Deliver measurable improvements for customers, agencies and the organisation, rather than focusing only on project milestones.

To be successful, you will demonstrate

• Experience leading complex digital products or problem spaces with ambiguity, uncertainty and competing stakeholder needs.
• Demonstrated success defining product strategy, creating clear roadmaps and delivering measurable customer and business outcomes.
• Strong discovery capability, including identifying, validating and sizing opportunities.
• Experience working in cross-functional product teams and partnering effectively with Engineering and Design.
• Strong systems thinking and the ability to navigate customer, business and technology trade-offs.
• Confidence influencing stakeholders, aligning diverse perspectives and communicating clear product decisions.
• A genuine passion for product management, customer outcomes and finding better ways to solve problems.

To be considered for roles in the NSW public sector, applicants must:

• Be a NSW resident or in the process of relocating to NSW
• Hold appropriate working rights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role

You’ll be part of an organisation that:

• Delivers services that genuinely impact millions of people
• Invests in modern technology, ways of working and professional growth
• Supports flexible, hybrid working and inclusive practices
• Values collaboration, purpose and continuous improvement

If you're motivated by scale, complexity, and the opportunity to shape meaningful digital outcomes, we'd love to hear from you!

Support office roles will be headquartered across McKell, Parramatta or Gosford . We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required. At the point an employee is notified of our intention to assign them to a role, the relevant leader will discuss headquarter options.

Salary Grade 9/10, with the base salary for this role starting at $138,626 base plus superannuation

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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