Senior Product Manager, Digital Customer Support | Telecommunications | Melb

In short: A senior product role owning the digital customer support strategy for a major Australian telecommunications business, across conversational interfaces, self-service, agent tooling, quality assurance and help content, with AI-enabled automation at the centre. Substantial senior product management experience, with AI or automation deployed in high-volume support, required. D'Arcy Weil is recruiting a Senior Product Manager, Digital Customer Support on behalf of a major Australian telecommunications business. The Melbourne-based role owns the digital support product agenda for a large consumer and business customer base, including: • Setting a multi-year product vision and delivery sequence across digital support channels • Finding, building and scaling automation and digital containment opportunities across the contact journey • Taking AI from concept through proof of concept into production, across intent recognition, agent assistance and automated quality assessment • Building investment cases and the metrics that show whether delivered solutions earn their return • Leading two Product Owners across two delivery teams The goal is plain: fewer contacts, faster resolution and a better experience, achieved by turning contact driver data and customer insight into well-sequenced digital investment. The Role • Strategic roadmap: Set and maintain a clear multi-year product vision and delivery sequence across digital support channels, turning commercial and customer priorities into a coherent, outcomes-focused agenda • AI and automation: Identify, build and scale automation and digital containment opportunities, and take AI capabilities from concept through proof of concept into sustained production • Investment and return: Build investment cases and prioritisation frameworks, define the metrics that matter, and track whether solutions deliver the expected gains in efficiency, resolution and satisfaction • Cross-functional delivery: Work with operations, technology, experience design, data and vendor partners so solutions are practical to implement, compliant with regulation and adopted by the people who use them • Team leadership: Develop two Product Owners across two delivery teams, set direction, coach capability and support sound stakeholder decisions, keeping priorities visible across retail and technology portfolios About You • Substantial senior product management experience, with a record of owning complex roadmaps and delivering measurable commercial and customer outcomes • Success building or transforming contact centre, self-service or high-volume digital support environments • Direct experience deploying AI, automation or conversational technology to lift service efficiency • Commercial judgement, with strong business case and benefit realisation skills • A data-driven approach to discovery and optimisation • An effective people leader who has developed product capability in a fast-moving setting What's on Offer • Base of $165,000 to $195,000 plus superannuation and performance bonus • Ownership of a multi-year digital support strategy at national scale • AI and automation work that moves from concept to production • Leadership of a product team with clear scope to shape its direction • The scale, customer base and resources of a major Australian telecommunications business • Flexible working arrangements and structured career development • A Melbourne base Apply with a CV and a brief profile covering: • The digital support, self-service or contact centre products you have owned, and the outcomes delivered • Your experience deploying AI, automation or conversational technology in production • Your experience building investment cases and leading product teams For a confidential discussion, or for more information, contact: Ivan Pignataro | Director D'Arcy Weil M: 0416 507 856 E: ivan@darcyweil.com Only candidates with current Australian working rights will be considered. All applications and enquiries will be treated in strict confidence.