Product Operations Lead

Product Operations Lead

• Service NSW Grade 9/10 - base salary from $130,705 to $157,430
• Location – Haymarket, Gosford or Parramatta
• 1 x Ongoing Full-Time

About our team

You will be joining our collaborative and driven team, who thrive in using modern technologies and platforms which are leading the way with Product Management, Extreme Programming (XP), and User-Centred Design to ensure the customer is at the core of everything we do.

Our team is the driving force of digital transformation in NSW. By thinking smarter and adapting ahead of the curve, we are here to make a meaningful impact for the people of NSW. Together, we define change, and in doing so, we grow our diverse talent while building something to be proud of.

About the role

You will be responsible for the optimisation of cross-discipline processes throughout the division to bridge the gaps between cross-functional teams and ensure the smooth implementation of product strategies, and alignment to government objectives.

Alongside the Product Management Coach, the Product Operations Lead reports to the Associate Director of Product Mangement.

Your responsibilities will include:

• Support the measurement of product team operations success across the division to ensure continuous improvement.

• Support alignment processes across product teams and with partners to drive visibility and ensure teams find opportunities to collaborate.

• Support divisional planning processes to ensure product teams' capacity & commitments are transparent and effectively managed and resourced.

• Support the introduction of product and design-led thinking into the right forums across the organisation and with agencies to ensure sustainable product practices are followed.

Who would be a great fit for this role:

• Someone who enjoys bringing cross-functional teams together, working across diverse disciplines and creating connections to enable collaboration.

• Someone who challenges existing processes, has a passion for continuous improvement and measuring success.

• Someone who is comfortable with ambiguity and able to drive structure in complex environments.

• Someone who is comfortable conducting research, experiments and working with both quantitative and qualitative data

• Someone who can't get enough of product and learning.

On your first day, you'll have:

• Experience in a product-centric operating model – you have been involved in successfully shipping digital products in the past. You'll have deep hands-on experience as a digital practitioner.

• Experience leading alignment activities across teams – you engage and collaborate with diverse internal and external stakeholders and have strong facilitation skills.

• Ability to break down complex problems into actionable steps – you will think big and work small.

• You have been responsible for, and contributed to, more than just product development.

Support office roles will be headquartered across McKell, Parramatta and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required.

Salary Service NSW Grade 9/10, with the base salary for this role starting at $130705 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Lauren Johnson via

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Tuesday 23rd September at 9:59am

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or

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