Senior Product Manager — AI-Driven Customer Support

Alinta Energy; Melbourne; Presencial; AUD 140 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible working

Energy discounts

Employee Assistance Program (EAP)

Volunteer day

Fully stocked kitchens

Resumo da oferta

Alinta Energy is seeking a senior digital product leader to own AI-enabled transformation across customer support channels. You will shape digital products to reduce cost and improve customer experience, and lead and develop two Product Owners across two development teams.

You’ll drive a multi-year roadmap for Cost to Serve, IVR, webchat, and self-service, delivering measurable benefits such as improved NPS and faster resolution, while ensuring compliance and frontline adoption.

Qualificações

• Proven senior digital product management experience with complex roadmaps and measurable outcomes.
• Experience building or transforming contact centre, customer support or high-volume digital service products.
• Demonstrated use of AI, automation, IVR, webchat or digital deflection to improve service efficiency.
• Strong commercial acumen with ability to develop business cases and track benefits.
• Data-driven approach to discovery, experimentation and optimisation.
• People leadership experience coaching Product Owners and building capability.
• Stakeholder leadership and cross-functional collaboration to align outcomes.

Responsabilidades

• Own the Cost to Serve and Smart Support strategy with a multi-year product roadmap.
• Lead the digital roadmap across IVR, webchat, QA, agent experience, self-service and online help content.
• Identify automation and digital deflection opportunities from data and feedback.
• Take AI-enabled solutions from discovery to production with compliance considerations.
• Develop product requirements, prioritisation criteria and investment cases; track benefits (Cost to Serve, AHT, deflection, NPS).
• Partner with Customer Operations, Technology, CX, UX, data teams and vendors to deliver practical solutions.
• Lead and develop two Product Owners across two development teams; manage stakeholder trade-offs.
• Own prioritisation and performance reporting across retail and technology teams.

Conhecimentos

Senior digital product management

AI/automation experience

Difference in customer support

Stakeholder leadership

Data-driven discovery

People leadership

Commercial acumen

Ferramentas

Genesys

Descrição da oferta de emprego

• Lead AI-enabled transformation across customer support channels
• Shape digital products that reduce cost and improve customer experience
• Join a flexible Melbourne team | 12-month max-term contract

Alinta Energy is one of Australia’s biggest energy retailers, generators and developers with over 1.1 million customers. Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it. We’re investing in and developing large-scale renewables and storage projects as part of our ongoing effort to provide our customers with reliable, affordable and sustainable energy.

We understand that flexibility matters when considering your next role. Let us know your requirements, and we’ll carefully consider how wemight accommodate them.

Ready to make a real impact?

Join Alinta Energy's Digital Channels team and lead the end-to-end Support Evolution roadmap, transforming how customers access help across the contact centre, Interactive Voice Response (IVR), webchat, self-service and online support content. You will also lead and develop two Product Owners, setting clear priorities and keeping delivery connected to frontline operational needs. You will own the commercial and customer outcomes for these channels, with a clear focus on reducing Cost to Serve while improving NPS, quality and the experience for customers and frontline agents. Working across Customer Operations, Technology, CX, UX, data and operational teams, you will use contact drivers, customer feedback, agent insight and performance data to identify where support can be simplified, automated or moved to digital channels. You will turn those opportunities into prioritised product roadmaps, investment cases, experiments and measurable improvements.

AI is central to the role. You will lead initiatives spanning intent recognition, IVR containment, webchat automation, agent assist and automated quality scoring, taking solutions from concept through to production while meeting customer, regulatory and compliance expectations.

Why you’ll love working here

At Alinta Energy, we’re taking real action to deliver reliable and sustainable energy for Australia - and that practical approach runs through everything we do. You’ll get clear direction, genuine flexibility, and the support you need to grow, all while working on projects that make a lasting difference. We’re big enough to create impact, but small enough that your ideas and effort will always be seen.

There are plenty of other great benefits of working for Alinta Energy, including flexible working, energy discounts, an Employee Assistance Program (EAP), a paid volunteer day each year, fully stocked kitchens, and lots more.

What you’ll do

• Own the Cost to Serve and Smart Support strategy, translating business and customer priorities into a clear multi-year product roadmap.
• Lead the digital roadmap across IVR, webchat, quality assurance, agent experience, self-service and online help content.
• Identify opportunities for automation and digital deflection using contact drivers, customer feedback, agent insight, funnel data and operational performance.
• Take AI-enabled solutions from discovery and proof of concept through to production, including intent recognition, containment, agent assist and automated quality scoring.
• Develop product requirements, prioritisation criteria and investment cases, then track benefits across Cost to Serve, Average Handle Time, deflection, containment and NPS.
• Partner with Customer Operations, Technology, CX, UX, data teams and vendors to deliver solutions that are practical, compliant and adopted by frontline teams.
• Lead, coach and develop two Product Owners across two development teams, setting clear objectives and supporting effective stakeholder trade-offs.
• Own prioritrisation and performance reporting across the retail and technology teams.

Your experience

• Proven senior digital product management experience, including ownership of complex roadmaps and delivery of measurable commercial and customer outcomes.
• Experience building, scaling or transforming contact centre, customer support, self-service or high-volume digital service products.
• Demonstrated experience using AI, automation, IVR, webchat or digital deflection to improve service efficiency and customer outcomes.
• Strong commercial acumen, including the ability to develop business cases, assess investment trade-offs and track realised benefits.
• A data-driven approach to product discovery, experimentation and optimisation, using customer, contact and operational insights to prioritise work.
• Strong stakeholder leadership and communication skills, with the ability to align technical, operational and senior business stakeholders around outcomes.
• People leadership experience, with the ability to set expectations, coach Product Owners and build capability in an evolving product environment.

Please note this role requires full working rights within Australia.

This role is best suited to a commercially minded digital product manager who can turn customer and operational insights into practical, high-impact solutions. Retail, energy, telecommunications, insurance or banking experience will be highly regarded, and Genesys experience is desirable but not essential.

Like what you’re seeing?

If you like the sound of this, and you’ve got experience in a similar role, we’d love to talk to you. Come and discover better together with Alinta Energy.

We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.

If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.

Our Diversity Commitment

Alinta Energy offers a truly diverse, safe and supportive work environment. As an equal opportunity employer, Alinta Energy encourages applications from any qualified person, including First Nations Australians, members of the LGBTQIA+ community, people of all ages and people living with a disability. We are also proud to be a WORK180 Endorsed Employer and we are committed to advancing women’s careers.

We look forward to hearing from you.

Click ‘Apply’ to submit your application.
Closing date: Sunday 25th October 11.55pm AEST