Manager - Assisted Channels

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your New Role

As Manager - Assisted Channels, you’ll lead a team responsible for the capabilities and tools that underpin connected member and frontline experiences. Working across Channel, Technology and the broader Member Domain, you’ll shape the vision, strategy and roadmaps for assisted-channel capabilities including CRM, agent tools, telephony, messaging, knowledge integration and our innovation with AI.

You’ll bring together member, frontline and partner needs to create intuitive experiences and effective tools, while ensuring priorities are translated into clear requirements and delivery roadmaps. You’ll also lead and develop a high-performing team, fostering a strong service culture and keeping member outcomes at the centre of decision making.

In this role, you’ll:

- Lead the vision, strategy and roadmap for assisted-channel platforms and capabilities supporting member and frontline experiences.
- Partner with frontline teams, channel stakeholders and Product Owners to understand needs and co-create exceptional experiences and tooling.
- Shape platform roadmaps aligned to the organisation’s digital-first strategy and communicate a clear product vision across stakeholders.
- Collaborate with Architecture, Technology, Marketing, Product and Service teams to translate business needs into prioritised requirements and deliverable outcomes.
- Manage product priorities and backlogs, balancing strategic objectives, operational needs, platform performance and member feedback.
- Lead and develop an engaged, diverse and high-performing team, embedding a strong member, service and continuous-improvement culture.
- Use evidence, performance insights and data to support prioritisation and improve member value, service outcomes and platform performance.

What You’ll Need:

- Significant experience in product management or a similar role, ideally gained across complex digital and assisted-channel environments.
- Strong knowledge of contact centre technology and operations, including CRM, agent desktop tooling, voice and messaging capabilities.
- Experience working in Agile delivery environments and translating business needs into clear product priorities and roadmaps.
- An understanding of digital self-service and how digital and assisted experiences can work together effectively.
- A working understanding of knowledge management and customer data enablement.
- Experience delivering AI capabilities that have generated tangible business outcomes or value.
- Strong people leadership and stakeholder management capability, with the ability to build high-performing teams and influence across a complex organisation.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What’s Next

Apply now if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Important Information

AustralianSuper uses AI to review resumes and conduct initial phone interviews. When invited, candidates may opt for a traditional phone screening instead.

For information on how we handle personal data, please refer to our Candidate Privacy Policy

https://www.australiansuper.com/careers/candidate-privacy-notice

Australian or New Zealand citizenship or Australian permanent residency is required.

Agencies please note: this role is being managed directly by AustralianSuper’s Talent Acquisition team.