Product Manager (Contact Centre)

Our client provides health and well being information and advice to the people through a range of services and devices.

The role sits within the Customer Division which leads the development, growth and operations of their health services which they deliver via tele-health channels (websites, apps, helplines) to all Australians on behalf of their Government Shareholders

Key responsibilities of this role include:

  • Development and oversight of a product roadmap that aligns with the overall business strategy.
  • Work with product delivery teams on new product enhancements ensuring achievement of strategic and tactical objectives.
  • Define product specifications, product requirements and delivery.
  • Lead introduction of products into new and existing markets.
  • Provide product life-cycle management for the product portfolio.
  • Ensuring operational governance of the services.
  • Maintaining effective communications and relationship with outsource partners and internal stakeholders.
  • Management of service forecasting to ensure achievement of service levels and ensure service providers are responsive to service demand.
  • Providing high quality reporting across the services to ensure consistent and timely information on the service.
  • Supporting continuous improvement to the services.
  • Strategic and commercial Product Management and Development experience.
  • Sound understanding and practical experience of modern contact centre technology stacks including cloud and on-premise.
  • Developing and implementing service designs for multichannel contact centres.
  • Ability to quickly establish effective relationships.
  • Use a team approach to solve problems and maximise opportunities. 
  • Demonstrated ability to develop and deliver strategies that place customers at the centre of business decisions whilst maintaining compliance.
  • Ability to lead courageously by confronting problems directly, taking action and being decisive, even when it may be challenging but the right thing to do.
  • Proven, effective stakeholder management skills, with the ability to engage confidently at all levels.
  • Proven successful experience leading a multi-disciplinary team in a complex environment using Agile methods, preferably Scrum
  • Proven organisational, project management, reporting and budget management skills.
  • Ability to respond resourcefully, flexibly, and positively when faced with new challenges, transitions and demands. Ability to effectively deal with the pressure and complexities of various situations.   
Job Offer
This is a compelling opportunity for a seasoned Product Manager who relishes the challenge of bringing teams together to deliver a major project whilst putting operational processes in place to ensure sustainability and clarity of purpose around new ways of working. Our client has a positive working environment, with devops/engineering teams who value the chance to utilise their skills in a cutting edge AWS environment. Our client offers a competitive remuneration package, flexible working environment. FTC for 10 months, asap start.
Click the 'Apply Now' button ASAP! If you have any questions or would like to have a confidential discussion, please call Corin Roberts in our Sydney office on (02) 9195 2929