Product Manager - Agent Experience & Technology

Product Manager - Agent Experience & Technology

• Join Woolies X, recognised for providing best-in-class customer service, powered by AI
• Drive the agenda for the product that will empower Customer Service Representatives (CSR) with the right tools and knowledge to deliver brilliant customer service experiences across our ecosystem.
• Permanent role based in Surry Hills, with remote working flexibility (Australian residence only)

We are Woolies X
As a business inside one of Australia's largest retailers, Woolies X aims to bring the best of Woolworths Group to our customers.
We're an innovation business that brings together the brightest minds in e-commerce, technology, media, and data to transform how people live and shop. With an industry-leading technology team backed by analytics, we're resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an excellent experience for our customers - whether they shop in-store or online.
What you'll do
In the Product Manager - Agent Experience & Technology position, having a Customer Service background is desirable. You will be responsible for supporting our call center agents to provide the best help service.
Our customers are time-poor and don't want to wait for a live agent to pass them around between different help desks to resolve their issues. You will leverage modern technology to empower Customer Service Representatives (CSR) to seamlessly help customers across the Woolworths group ecosystem. You will unlock the ability for our call center agents to efficiently provide support from the comfort of remote work, increasing satisfaction for our teams and customers.
You are an artful collaborator who acts as a conduit between Customer needs, CSR needs, cross-functional teams, and development squads. You will partner well across the business and with our external partners to remove friction whilst simplifying CSR workflows and growing value for customers. You will implement, adopt, embed, and evangelise streamlined technological capabilities to improve our CSR experience across the business, keeping a close eye on VOC, NPS as well as Team satisfaction and productivity metrics.
Key focus areas:

• Partner internally and externally to uplift the Customer Service Representatives (CSR) tools and tech, to set the call centre agents up for success.
• Prioritising our ambitions to create great impact on Agent Experience, customer experience, and business outcomes.
• Establish, implement, track, and regularly communicate learnings and key success metrics.
• Develop a go-to-market plan for testing, and identify key learnings to enable scaling the new capability efficiently.

What you'll bring
To be successful in this role, you need to demonstrate:

• Core Product Management capabilities, inclusive of Product Strategy, Prioritisation, Customer Research, Data Insights, Go-to-Market, Commercial Acumen and Product Roadmap.
• Adaptive capabilities: Leadership, Decisiveness, Connection (Stakeholder Relationships & Influence), Evangelism (The Product & The Practice), Collaboration, Co-Creation (Team Partnering) and Communication skills.
• Previous Customer Service Representative (CSR) or call center experience is desirable.
• Prior e-commerce domain, Salesforce, or Gen AI domain knowledge will be considered advantageous.

What you'll experience
We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!
In more detail, you'll experience:

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
• A global business with endless career possibilities around every corner and across every discipline - with valuable exposure to a vast and exciting business network.
• A progressive and flexible 'work from anywhere' policy that gives you the opportunity to harmonise work, life and your wellbeing.
• Parental Leave provisions and various leave types, including but not limited to Study Leave and Sports Representation Leave.
• A range of programs to help you prioritise and manage your well-being, including 24/7 access to the Sonder app.

We are Woolworths Group
We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives connected by a shared Purpose - 'to create better experiences together for a better tomorrow.' It's that Purpose that fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.
If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.
Grow with the Group
As an inclusive, team-first company, our people are at the core of everything we do.
We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.
As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.
We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.
We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences - for our customers and for each other.
We'd love to hear from You
If you meet a number of the requirements, but not all, we encourage you to submit your application. You can follow us on or see more opportunities via .