AddressHelp us deliver like never before Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.
About the opportunity
As the Product Owner for Unified Team, this role will be embedded with project teams to ensure project solutions and business processes deliver on the business vision for the Customer Service Transformation program, delivering a true omni-channel operational design and technical implementation, and supporting the broader Customer Experience Transformation program.
As a Product Owner you will gather feature requests, prioritise features for upcoming sprints, supported by Project & Deployment Managers. You should be able to identify user needs, help stakeholders understand the business value, and work with cross-functional teams to manage product releases.
What you’ll deliver with us
The Unified Team Product Owner is responsible for developing unified team processes, bringing two Contact Centres supporting two product suites together, delivering omni-channel efficiency and effectiveness of customer support, transforming the experience of Australia Post customers
You’ll also
- Gather and plan feature requests, develop and communicate product specifications, assess and prioritise user stories, solve product-related problems, lead product release plans, and serve as the product ambassador.
- Collaborate with program & leadership teams to ensure sign off & delivery of the overall vision & priorities of the program
- Make informed decisions that balance business & customer needs, technical feasibility & program impact
- Identify & raise potential risks & challenges to the program to simplify a large number of standard operating procedures.
About you
You will be an experienced Contact Centre professional with exposure to large projects and an understanding of project methodology within large organisations.
You’ll also need
- A high level of stakeholder management & collaboration.
- A transformational mindset.
- Recent experience in a Contact Centre transformational role and knowledge of modern Contact Centre technologies and processes.
How we’ll deliver for you
- Be part of one of the largest transformations in Australia.
- Deliver a project with defined outcomes that you will be able to look back at as major achievements.
- Work with cutting edge technology and develop and use your understanding of large Contact Centres.
We’re delivering together
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are also the largest organisation in Australia to successfully achieve Disability Confident Recruiter status and are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability. If you have any questions, please contact our Diversity & Inclusion team on ***************@auspost.com.au
One last thing
Research shows that women and people of colour are less likely to apply for roles if they don't meet every qualification. If after reading this, you’re not sure you tick every single criteria box, but have the passion to get behind our purpose, the determination to face a challenge and a willingness to grow and learn, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you.
