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Senior Product Manager / Product Owner — Contact Centre Platforms & Customer Experience
Full-time
About the role
CommSec is Australia's leading online retail stockbroker. This role sits within CommSec's contact centre transformation and platform delivery environment, working with product model squads, contact centre teams, vendors, and business stakeholders to shape and deliver the next generation of servicing capabilities. You'll lead a product model squad standing up and evolving a new contact centre solution and foundation — delivering telephony and related servicing capabilities while shaping features that improve customer and business outcomes.
On any given day you will
Lead the product squad delivering the new contact centre solution and its foundational capabilities.
Own the backlog across telephony, intent recognition, routing, queue management, QA, reporting, and modern agent support tools.
Translate customer, business, and operational needs into clear product priorities, features, and delivery outcomes.
Partner with contact centre teams, adjacent voice and chat squads, and the Contact Centre Centre of Excellence (workforce management and agent experience).
Shape the modern servicing vision — copilots, smarter quality and coaching tools, improved routing and summarisation, and new data and insight products.
Ensure technology and automation opportunities are practical, scalable, and aligned to clear customer, operational, and business benefits.
Use data, insight, and feedback to continuously improve customer outcomes, agent effectiveness, and operational performance.
We're interested in people who have
Demonstrated experience as a Senior Product Manager, Product Owner, or similar, leading complex digital, platform, or service delivery.
Strong product leadership — setting direction, making trade-offs, and leading a cross-functional squad to drive outcomes.
Deep customer focus, working closely with contact centre, service, or operational teams.
Strong vendor and stakeholder management across business, operations, technology, and delivery partners.
Experience delivering in transformation environments with multiple dependencies.
Microsoft Dynamics 365 (Customer Service and Contact Centre) experience is highly desirable, along with the broader Microsoft ecosystem — Power Apps, Power Automate, Power BI and Fabric.
Exposure to Copilot Studio, Microsoft 365 Copilot, and Azure services (agent support, integration, and AI enablement) is highly regarded.
