Job Description
Own the roadmap. Lead the team that builds it. Make sure what ships actually gets used.
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Compare Club helps Aussies save money on the bills that add up — health insurance, life insurance, energy, home loans and more. Our contact centre technology and continuous‐improvement agenda needs a lead who can turn business problems into a prioritised roadmap and get a delivery team behind it.
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The role
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You'll own contact centre technology delivery end to end — CCaaS and CRM, roadmap through to release. You lead a team spanning solution architecture and routing, platform configuration and release, and Salesforce platform capability. You're not doing the hands‐on build yourself — you're accountable for what the team ships, that it's the right thing to build, and that it lands.
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What you'll do
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Own the roadmap: set priorities, sequencing and dependencies across CCaaS and CRM, structured and visible to the business.
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Lead one delivery team: line‐manage the Product Owner, Solution Architect & Routing Lead and Salesforce Platform Lead — three disciplines, one set of standards.
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Shape before you build: make sure change is properly scoped and specified before anyone touches a build — solving the actual problem, not just the ticket.
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Own release governance: set the standard for UAT and release readiness, and approve production releases (or delegate to a change board) — keeping design and sign‐off in separate hands.
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Be the senior contact point:



triage what's genuinely critical versus BAU for divisional and Sales Ops stakeholders, and keep Marketing, Product & Engineering, IT/Security, Compliance and Data aligned.
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Prove the value: track measurable uplift in productivity, conversion, customer experience or reduced manual effort from what you deliver.
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What you'll bring
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Proven leadership of a technology or product delivery team in a contact centre, CRM or transformation workplace.
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Strong product and prioritisation discipline — you can turn a business problem into a value‐based roadmap, not just a backlog.
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A solid grounding in business analysis, solution shaping and release governance — enough to set the standard, even though the team does the hands‐on work.
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Delivery experience across CCaaS and/or Salesforce.
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People leadership chops — coaching and capability‐building across onshore and offshore reports.
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Why join now
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A genuine leadership seat — three direct reports, real scope, and a mandate to set the standard rather than inherit someone else's.
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A roadmap that matters: the team behind two platforms, a CRM and a business that's actively investing in getting this right.
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Melbourne‐based leadership role with a GM who's building this function out properly, not backfilling a gap.
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The chance to fix the "why does this keep breaking" problem for good, instead of firefighting it forever.
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Sound like the leader we need? Apply now — tell us what you'd fix first.
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📌 Product & Optimisation Lead - Ccaas (Victoria)
🏢 @
📍 Victoria