Product Manager - Digital self serve
- Opportunity to lead the transformation of how Woolworths serves our customers!
- Showcase your product management expertise
- Surry Hills office with working from home flexibility
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.
What You'll Do
As the Product Manager Digital Self Service, you will be responsible for transforming how Woolworths serves our customers. Our customers rely on us to provide timely, easy to find tools that enable them to self serve their service enquiries. Your role is to deeply understand our customers needs and expectations, then partner across the business to create our future proactive, ‘app-first’ digital self service model. Your success measures are customer satisfaction (NPS), digital engagement and cost avoidance.
Key focus areas:
- Partner internally and externally to transform the digital self-service experience
- Prioritising our ambitions to create a 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?
- 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 contact centre experience is highly desired but not required
- Prior e-commerce domain, app, or Gen AI domain knowledge will be considered advantageous.
What You’ll Experience
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 progressive and flexible ‘work from anywhere’ policy that gives you more control over your work, life and wellbeing
- 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
- As a leader in a crucial growth-focused role you will have regular exposure to our most senior business leaders in WooliesX and the broader Woolworths group and accumulate valuable experience to grow your career in surprising ways
- 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.
Please note that the Woolworths support office is closed for the festive season from 21 December 2024. We will return on Monday 6 January 2025 and will review your application after this date.
Endless possibilities with Woolworths Group
We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’
Here you’ll be supported and empowered 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. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.
Everyone belongs at Woolworths Group
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.
You can learn more about working with us on LinkedIn or via www.wowcareers.com.au.
