Sydney CBD Area, Australia
Onsite
See yourself in our team
CommSec is Australia’s leading online retail stockbroker, providing customers with access to live prices, price charts and portfolio watch lists, and the ability to buy and sell shares online.
As a market-leading business, CommSec continues to provide a high level of customer service to complement our products and services. Our contact centre, based at Darling Harbour, plays a critical role in supporting CommSec customers with their investing needs.
This role sits within our contact centre transformation and platform delivery environment, working closely with product model squads, contact centre teams, vendors, and business stakeholders to shape and deliver the next generation of servicing capabilities. The role reports to the Executive Product Owner for the value stream, who in turn reports to the General Manager and Crew Lead for the Digital and Customer Crew.
The squad will work closely with other value stream squads focused on modern servicing capabilities such as voice and chat solutions, alongside the Contact Centre Centre of Excellence, which is focused on workforce management and agent experiences.
Do work that matters
This role leads the product direction, prioritisation, and execution of key contact centre platform capabilities, with a primary focus on standing up and evolving our new contact centre solution and foundation.
You will lead a product model squad delivering telephony and related servicing capabilities, while shaping features that improve customer and business outcomes. This includes capabilities such as intent recognition, routing, queue management, quality assurance, reporting, and modern agent support tools that make servicing easier and more effective.
You will bring a strong customer focus, a progressive product mindset, and the ability to work across delivery, operations, vendors, and technology partners to turn strategy into practical outcomes.
Over time, this role will also help shape the broader servicing ecosystem around the contact centre foundation, including copilots, smarter quality and coaching tools, improved routing and summarisation capabilities, and new data and insight products. The focus is on modernising service in practical ways that improve customer outcomes, support frontline teams, and create more value in every interaction.
On any given day you will:
Lead the product squad responsible for delivering the new contact centre solution and its foundational capabilities.
Own the backlog across telephony, routing, queue management, QA, reporting, modern agent support tools, and agent experience features.
Translate customer, business, and operational needs into clear product priorities, features, and delivery outcomes.
Partner closely with contact centre teams to ensure solutions are practical, valuable, and fit for frontline use.
Work closely with adjacent value stream squads delivering modern voice and chat capabilities, ensuring alignment across the broader servicing ecosystem.
Partner with the Contact Centre Centre of Excellence (COE) to align platform delivery with workforce management, agent experience, and operational needs.
Work with vendors and internal stakeholders to coordinate delivery, manage dependencies, and help remove blockers.
Bring a strong agent experience and customer experience lens to roadmap and feature decisions.
Help shape the modern servicing vision for the contact centre, including better support tools, intelligent workflows, improved digital and assisted service experiences, and the longer-term evolution of modern agent and insight capabilities.
Ensure technology and automation opportunities are practical, scalable, and aligned to clear customer, operational, and business benefits.
Support safe implementation, readiness, and adoption of new capabilities in a complex transformation environment.
Use data, insight, and feedback to continuously improve customer outcomes, agent effectiveness, and operational performance.
We’re interested in hearing from people who have:
Demonstrated experience in a Senior Product Manager, Product Owner, or similar role leading complex digital, platform, or service delivery.
Strong product leadership, with the ability to set direction, make clear trade-offs, lead a cross-functional squad with confidence, and drive outcomes.
Strong communication, stakeholder leadership, and operator capability, with the ability to align people, influence decisions, apply sound judgement, maintain execution discipline, and get the work done across complex environments.
Deep customer focus, with experience working closely with contact centre, service, or operational teams to improve customer and agent experiences.
Strong vendor management skills, with the maturity to work effectively across business, operations, technology, and delivery partners.
Experience delivering in transformation environments with multiple dependencies and moving parts.
Experience with Microsoft Dynamics 365, including Customer Service and Contact Centre capabilities, is highly desirable.
Experience with the broader Microsoft ecosystem used in modern contact centre solutions is highly desirable, including Power Apps and Power Automate (workflow and automation), and Power BI and Fabric (reporting and data).
Exposure to Copilot Studio, Microsoft 365 Copilot, and Azure services (agent support, integration, and AI enablement) would be highly regarded.
An understanding of how modern agent, copilot, automation, and insight capabilities can be applied practically to improve service and support frontline teams is highly desirable.
We’d love to hear from people who are:
Deeply customer focused.
Product-minded and outcome driven.
Energised by innovation and the future of customer service.
Great at execution and follow-through.
Collaborative, pragmatic, and comfortable working across teams.
Confident navigating ambiguity, complexity, and change.
Energised by building better experiences for customers and frontline teams.
If the above sounds like you, apply now!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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