Product Manager

Your opportunity:

As a Product Manager you will help drive and shape the direction of our customer platforms across TPG Telecom brands.

Reporting into the Senior Manager - Omnichannel Platforms, you will help define the product strategy and roadmap in line with the overarching Customer Operations and Shared Services strategy.

To achieve this, you will collaborate with various business stakeholders to understand customer and business pain points, propose various ways to resolve the problems with new features or process improvements, and articulate the value it will bring to customers and business.

With a strong sense of platform ownership, you will be a virtual leader empowering and inspiring cross-functional delivery teams with clear objectives and benefits to deliver a seamless customer experience.

By having a customer-centric and data-driven mindset you will assist in effective prioritisation and roadmap.

You'll make impact by:

• Scope and shape platform initiatives, working with various stakeholders and delivery teams
• Break down complex problems and articulate its impacts to customers and business
• Stay on top of initiatives and business milestones that could impact business KPIs
• Assist leadership with decision making by presenting end to end customer/end user impacts and various solution proposals in concise business language
• Partner with Service Designers to stay on top of customer needs and best practices
• Use various analytic tools to quantify value, track KPIs and the success of initiatives
• Monitor platform long term performance against KPIs and target strategic outcomes
• Work closely with operational and support teams to understand root cause for repeat incident and defects as input into strategic solutions
• Provide above inputs to backlog, forecasts and initiative planning and prioritisation

What you’ll bring:

• 3+ years of analyst or product ownership experience in a fast-paced service industry or organisation
• Strong communication, stakeholder management and proven facilitation skills across large cross-functional teams
• Experience in balancing priorities in a complex environment, working with multiple stakeholders, tools, brands and user channels
• Experience with customer behaviour data in contact centres or digital platforms
• Proven experience of data driven decision making to achieve targets and KPIs