Senior Product Manager, Customer Engagement & Digital Foundations

Zip Co; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

25 days paid leave annually

16 weeks paid parental leave for prim­

Family support policies

Mental health and wellbeing allowance

2 days paid volunteering leave

Zip benefits hub access

Fee-free Zip products & discounts

Team social events & free meals ( Syd/

Job summary

Zip Co is seeking a Senior Product Manager to own the strategy, roadmap and delivery across Customer Engagement & Digital Foundations. You will shape AI-enabled experiences that deepen customer engagement and drive self-service across web, mobile and in-app platforms.

Join a team that values experimentation, collaboration with Engineering and Design, and a pragmatic approach to risk and governance while embedding scalable digital foundations for Zip's growth.

Qualifications

• Significant experience in product management within technology, fintech, payments or other customer-centred digital businesses.
• Experience working on a mobile app (ideally for a FS organisation).
• Demonstrated experience owning product strategy, roadmaps and delivery across the customer lifecycle, digital products, self-service experiences or platform capabilities.
• Strong commercial acumen balancing customer needs, business objectives and technical considerations.
• Experience partnering with Engineering and Design teams to deliver exceptional customer experiences.
• Strong analytical capability using customer insights, experimentation and data to drive decisions.
• Experience managing complex stakeholder relationships across cross-functional teams.
• Curiosity about emerging technologies, including AI-enabled products and new digital commerce models.
• Strong understanding of agile product management and customer-centred development.
• Excellent communication and relationship-building skills to influence stakeholders.
• A mindset embracing AI and new tools to adapt, learn and grow.
• Ability to identify and manage risks; leadership mindset across teams.

Responsibilities

• Define and execute the product strategy and roadmap across the Customer Engagement & Digital Foundations domain.
• Lead product discovery, validation and delivery balancing customer value, commercial outcomes and feasibility.
• Partner with Engineering and Design to deliver secure, scalable customer experiences across web, mobile and digital platforms.
• Identify opportunities to embed AI-enabled capabilities for smarter self-service and personalized experiences.
• Use customer insights, analytics and market research to identify opportunities and inform decisions.
• Define success measures and monitor product performance to optimise outcomes.
• Manage product risk with governance and compliance throughout the lifecycle.
• Collaborate to build reusable digital capabilities that accelerate delivery.
• Champion experimentation and customer-centred product development across teams.

Skills

Product management

Strategy & roadmaps

Customer engagement

Digital experiences

AI-enabled products

Agile product management

Stakeholder management

Analytics & data-driven decisioning

Cross-functional collaboration

Risk governance

Job description

Senior Product Manager, Customer Engagement & Digital Foundations

• Shape the products that keep millions of customers engaged by creating intuitive, AI-enabled experiences that make Zip the first payment choice, every day.
• Bring your expertise in product strategy, customer engagement and digital experiences to build scalable products that create lasting value for customers and the business.
• Hybrid working from our Sydney or Melbourne office.

• Shape the products that keep millions of customers engaged by creating intuitive, AI-enabled experiences that make Zip the first payment choice, every day.
• Bring your expertise in product strategy, customer engagement and digital experiences to build scalable products that create lasting value for customers and the business.
• Hybrid working from our Sydney or Melbourne office.

Write your story with a career at Zip

Join Zip's Product team, where we create innovative, customer-centred experiences that make managing money simpler, smarter and more rewarding. Working closely with Engineering, Design and Technology teams, we combine customer insight, experimentation and commercial thinking to build products that delight customers and deliver meaningful business outcomes.

As a Senior Product Manager within our Customer Engagement & Digital Foundations domain, you'll own the strategy, roadmap and delivery of products that strengthen customer engagement, increase self-service and drive long-term retention. You'll help shape how Agentic and ambient AI are embedded into our products, creating more intelligent, personalised experiences while building the digital foundations that enable innovation across Zip.

What you'll own

• Define and execute the product strategy and roadmap across the Customer Engagement & Digital Foundations domain, ensuring alignment with customer needs, business priorities and long-term product strategy.
• Lead product discovery, validation and delivery, balancing customer value, commercial outcomes and technical feasibility.
• Partner closely with Engineering and Design teams to deliver secure, scalable and intuitive customer experiences across web, mobile and digital platforms.
• Identify opportunities to embed AI-enabled capabilities that improve customer engagement, increase automated self-service and create more personalised customer experiences.
• Use customer insights, analytics, experimentation and market research to identify opportunities, validate hypotheses and inform product decisions.
• Define success measures and monitor product performance, using data to continuously optimise customer, operational and commercial outcomes.
• Manage product risk, ensuring appropriate governance, controls and compliance are embedded throughout the product lifecycle.
• Collaborate across Product, Engineering and Design to build reusable digital capabilities that strengthen Zip's digital foundations and accelerate product delivery.
• Champion a culture of experimentation, continuous improvement and customer-centred product development.
• Build strong relationships across the business, aligning stakeholders around a shared product vision while influencing outcomes across multiple teams.

What you'll bring to the team

Zipsters work on a broad range of initiatives, and our skills and experiences all look a little different. What really matters to us is that you're a great fit with our four Values, and have a desire to learn and grow.So whether you meet some or all of the desirable attributes below, we'd still love to hear from you.

• Significant experience in product management within technology, fintech, payments, financial services or other customer-centred digital businesses.
• Experience working on a mobile app (ideally for a FS organisation)
• Demonstrated experience owning product strategy, roadmaps and delivery across customer lifecycle, digital products, self-service experiences or platform capabilities.
• Strong commercial acumen with the ability to balance customer needs, business objectives and technical considerations.
• Experience partnering closely with Engineering and Design teams to deliver exceptional customer experiences
• Strong analytical capability with experience using customer insights, experimentation and data to drive product decisions.
• Experience managing complex stakeholder relationships and influencing outcomes across cross-functional teams.
• Curiosity and practical experience exploring emerging technologies, including AI-enabled products, automation, agentic experiences and new digital commerce models.
• Strong understanding of agile product management, experimentation and customer-centred product development.
• Excellent communication and relationship-building skills, with the ability to influence stakeholders and build alignment around a shared product vision.
• A mindset that embraces AI and new tools to adapt, learn and grow.
• An aptitude for identifying and managing risks. Whether you are a People Manager or an Individual Contributor, we are all leaders at Zip, therefore effective risk management is important to how we run our business and part of all our roles.
• Our values in your DNA. Customer First, Own It, Stronger Together and Change the Game.

What you'll get in return

As we write this next exciting chapter in our story, we will continue to move at pace and embrace change. For you, this might mean opportunities to learn new skills with hands-on experience, broader responsibilities, or the buzz of seeing your work impact customers faster.

Zip is a place where you'll get out exactly what you put in. When you join the team, we'll do our best to make sure you can be yourself and surround yourself with smart, friendly colleagues and leaders who have your back, so that you can make the big things happen.

Zipsters tell us these are just some of the best things about working here. You'll also receive:

• 25 days paid leave annually, including birthday leave and quarterly wellbeing days
• 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
• Family support policies including miscarriage bereavement leave and domestic violence leave
• Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access for you and family members to our EAP service Sonder, discounted private health insurance and great rates on fitness sessions through ClassPass
• 2 days paid volunteering leave per year
• Access to the Flare Benefits Hub and Novated Leasing for savings across lifestyle, essentials and wellbeing
• Fee-free Zip products, and discounts with Zip merchant partners (AU)
• Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne)

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centred products that bring customers and merchants together.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We're proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.