Woolworths

• Enhance the digital experience for our Customer Care agents improving customer outcomes

• Lead the Digital Agent & Service Experience squad to strengthen and develop our CRM capabilities

• Competitive base salary + bonus + grocery discount + hybrid working + other benefits on offer

We are Woolworths Group | Ko Woolworths Tātou

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.

What you’ll do | Hei mahi

Our Senior Product Managers are empowered to solve hard problems and are accountable for driving results. We’re looking for someone who has strong leadership skills, stakeholder management and is comfortable navigating complexity and risk. 

This role sits within our Digital Customer Experience Tribe, with strategic connections across Woolworths Group.

You’ll be responsible for:

• Collaborate across Squads, Tribes, Customer Care and wider Business Stakeholders to champion digital Customer Care tools and to maximise end-to-end value
• Lead the Customer Care & CRM squad through outcome focused (OKR) discovery, delivery and iteration
• Stakeholder engagement with Customer Care and wider Woolworths Group to ensure that digital tooling is value add, fit for purpose and enables agents to provide an excellent customer service experience
• Work closely with Architecture and the wider Woolworths Group to align with key Technology Roadmaps
• Foster a sustainable culture of high performance and lead by example
• Understand your product; its customers, value potential, roadmap, lifecycle and performance; and share this with clarity and enthusiasm around our business
• Join our product community to contribute, learn, share and become a product evangelist at our organisation

What you’ll bring | Hei koha

We're looking for an experienced Senior Product Manager with demonstrated experience leading complex products, and who is passionate about motivating teams towards a vision. 

You’ll play a critical role in shaping and executing the rebuild of our online shopping experience on new technology. You will create experiences that our customers love. 

Experience working on large website replatform and migration projects is essential. 

We’re looking for someone who:

• Has 7+ years experience leading product strategies for digital-driven products
• Experience working with Customer Contact Centers and/or associated CRM technologies (Salesforce Service Cloud, Dynamics 365, Genesys etc) is highly advantageous
• Experience in leading delivery of large and complex digital products
• Is a strong communicator, articulating the product vision and ambition
• Knows how to build product value through agile experimentation and iteration
• Has proven ability to engage with engineers, designers and company leaders in a constructive and collaborative way
• Has demonstrated ability figuring out solutions to hard problems with many constraints or ambiguity, and using sound judgement to evaluate risks
• Is a confident coach, helping others embed great product practices

What you’ll experience | Ngā Huanga

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams
• High-impact role supporting our teams who enrich our communities. 
• 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 range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
• A progressive and competitive leave policy that gives you more space for what matters to you.  
• 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.

Everyone belongs at Woolworths Group | No Woolworths tātou

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.