Consumer Experience Manager

6 days ago

Melbourne, Victoria, Australia beBeeProduct Full time $160,000 - $190,000

Delivering Exceptional Customer Experiences

We're on a mission to revolutionize the way people interact with our platform, ensuring seamless and efficient experiences for consumers globally.

This role is all about leading cross-functional teams across customer operations, analytics, design, and engineering to drive innovation and growth. If you have a passion for delivering world-class servicing experiences that delight customers, we want to hear from you

About the Job:

- Develop a deep understanding of consumer needs to identify and prioritize new opportunities for enhancing consumer experience capabilities within our platform
- Regularly prioritize and re-prioritize activities to ensure time is being spent on the most critical initiatives
- Develop and drive implementation of new self-serve flows and products on our platform, which enhance customer experience and support Afterpay's success globally
- Own and drive features across all customer support platforms and tools internally and externally
- Lead cross-functional teams across customer ops, analytics, design, and engineering
- Work closely with our Technology and Operations teams globally

Required Skills & Qualifications:

- Demonstrated Product Management experience, gained within a large transaction volume, ecommerce environment.
- Deep understanding of a variety of customer transaction processes with examples of evolving them.
- Strong written and verbal communication skills with the ability to articulate customer problems.
- Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver project outcomes
- Very good at influencing leadership and cross-functional teams
- Experience successfully launching and iterating on digital consumer-facing products
- A continuous improvement approach to product management
- Adept at testing and measuring the viability and success of new customer experiences
- Exceptional prioritization and project management skills
- Experience working with Zendesk, Salesforce Service Cloud or similar support platforms is a plus.

Benefits:

We offer an exciting range of benefits that will make your work life balance easier:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources

Join Our Community:

At [Company Name], we believe in creating an inclusive workplace where everyone feels valued, respected, and supported. We are committed to building a diverse and equitable community that reflects the needs and perspectives of our customers.

What We Value:

- Collaboration
- Innovation
- Continuous Improvement
- Diversity, Equity, and Inclusion

How to Apply:

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