Product Manager

**We are Woolworths Group**

We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

**We are wDigital**

Our goal at wDigital is to bring the best of Woolworths Group to our customers, in an environment where you will deliver the best work of your life.

We bring together the brightest minds in e-commerce, technology, media, and data to transform how people live and shop. With an industry-leading technology team backed by analytics, we're resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an excellent experience for our customers - whether they shop in-store or online.

**What You'll Do**

As the Product Manager Digital Self Service, you will be responsible for transforming how Woolworths serves our customers. Our customers rely on us to provide timely, easy to find tools that enable them to self serve their service enquiries. Your role is to deeply understand our customers needs and expectations, then partner across the business to create our future proactive, ‘app-first’ digital self service model. Your success measures are customer satisfaction (NPS), digital engagement and cost avoidance.

Key focus areas:

- Partner internally and externally to transform the digital self-service experience
- Prioritising our ambitions to create a great impact on agent experience, customer experience, and business outcomes.
- Establish, implement, track and regularly communicate learnings and key success metrics.Develop a go-to-market plan for testing, and identify key learnings to enable scaling the new capability efficiently.

**What you'll bring?**
- Core Product Management capabilities, inclusive of Product Strategy, Prioritisation, Customer Research, Data Insights, Go-to-Market, Commercial Acumen and Product Roadmap.
- Adaptive capabilities: Leadership, Decisiveness, Connection (Stakeholder Relationships & Influence), Evangelism (The Product & The Practice), Collaboration, Co-Creation (Team Partnering) and Communication skills.
- Previous contact centre experience is required highly desired but not requiredPrior e-commerce domain, app, or Gen AI domain knowledge will be considered advantageous.

**What You’ll Experience**

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

- A progressive and flexible ‘work from anywhere’ policy that gives you more control over your work, life and wellbeing
- Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work
- As a leader in a crucial growth-focused role you will have regular exposure to our most senior business leaders in WooliesX and the broader Woolworths group and accumulate valuable experience to grow your career in surprising ways
- A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
- A progressive and competitive leave policy that gives you more space for what matters to you.

**Everyone belongs at Woolworths Group**
Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.