In Brief:

This not-for-profit makes an immeasurable difference to Australian's facing their toughest moments. They're looking for a Product Delivery Manager who can lead a diverse group of stakeholders solve real world business problems with product and service innovation.

About the role:

Working in the Product team, this role is focussed across several streams of work. The first is working to improve services available to help-seekers who reach out via the phone. This role will work with diverse stakeholders to better understand user needs, business needs and apply product prioritisation processes to deliver value quickly and work towards a strategic roadmap.

Secondly this role will deliver recruitment and training enhancements across the network through improved digital tools, process improvement and AI innovation. This will require a deep understanding of the end-to-end user journey, as well as pain points and bottlenecks in internal processes. From this, you’ll map a strategic roadmap and work in the detail to get things done quickly.

Some key responsibilities might include:

• Working closely with stakeholders to understand business needs, present viable options and make sensible trade-offs to maximise value.
• Delving into technical systems including phone systems (Genesys) and CRM tools to look for enhancements to technology and user experience.
• Engage and coordinate stakeholders to capture insights, and inputs, facilitate delivery through SCRUM methodology and be accountable for overall value realisation.
• Deeply understanding and advocating for the needs of users.
• Lead on the delivery of digital product projects through all phases of a product's lifecycle

About you:

With a strong understanding of product management and getting things done in complex environments, you'll have a good handle on how to define problems and iterate through solutions through the product lifecycle. You’ll also have very strong stakeholder management skills and listening deeply for understanding, especially regarding facilitating product discussions that are informative, and map a pathway to delivery.

You'll take a pragmatic approach to prioritisation and have a keen understanding of how to best manage a backlog. You'll also proactively engage with stakeholders and vendors to be the voice of the customer and bring everyone on the product journey.

Requirements:

• Strong understanding of product management principles and best practices.
• A track record of shipping new features, prototypes and products.
• An ability to prioritise and execute work that adds most value to the customer.
• A background establishing and maintaining product roadmaps.
• Outstanding communication, facilitation and organisation skills.
• Experience with phone systems, live chat, CRM tooling or other similar technical products would be desirable.

This is a meaningful opportunity to apply product and delivery leadership to complex services where better digital experiences can directly improve outcomes for help-seekers, volunteers and frontline teams.