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 transparent 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: [email protected]

Only candidates with current Australian working rights will be considered. All applications and enquiries will be treated in strict confidence.

📌 Senior Product Manager, Digital Customer Support | Telecommunications | Melb (Melbourne)
🏢 First Recruitment International
📍 Melbourne