Product Specialist

Job Description

• Help shape chatbot and voicebot experiences that support customer needs, drive self-service, and align with business goals.
• Work with teams and vendors to deliver smart features in a fast-paced, agile environment.
• Permenant opportunity based at our head office in Collingwood, Melbourne.

If you've ever thought about a career in aviation — now is the perfect time to take off with Jetstar We are undertaking one of the biggest recruitment campaigns in our 19-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.

As a Product Specialist – Conversational AI, you'll play a key role in shaping chatbot and voicebot solutions that elevate customer experience and align with business goals. Working within the Customer Team and reporting to the Product Owner – Conversational AI, you'll support delivery, performance monitoring, and continuous improvement of conversational platforms. You'll collaborate across Customer and Technology teams to prioritise requirements, coordinate with vendors and developers, and help bring new features and automations to life. This role thrives in an agile, fast-paced environment and is ideal for someone passionate about innovation, customer impact, and cross-functional teamwork.

To be successful in this role, you will demonstrate the following skills & experience:

• Minimum 3 years in contact centre operations and tech, with focus on process improvement.
• Tertiary qualification in Business, Engineering, IT, Computer Science, or equivalent industry experience.
• 2–3 years' experience in software and technology product development, analysis, and design.
• Proven expertise in agile methodologies and proficiency with product management tools.
• Skilled in gathering requirements, analysing needs, and designing dialog documentation and process logic to enhance customer interactions and business goals.
• Strong stakeholder engagement skills, with experience collaborating across business, technology teams, and external vendors.
• Certifications in Conversational AI, Power BI Data Analyst, AWS Cloud Practitioner foundational, and UX Design for Conversational Interfaces are highly regarded.
• Excellent written and verbal communication, with a passion for language and ability to craft clear, engaging chatbot/IVA messaging.
• Ability to refine speech-to-text outputs for clarity, pacing, and tone aligned with brand voice and customer experience standards.
• Strong analytical and problem-solving skills, with a data-driven mindset to support product decisions.
• Passion for aviation and experience in airline/travel systems or multilingual communication (e.g., basic Japanese) considered a valuable asset.

Your life at Jetstar is unlike any other

Live the travel dream: You and your nominated travel companions can takeoff more with our famous Qantas Group Staff Travel discount.

Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to takeoff together and find ways to help their teammates soar.

There's a place for everyone at Jetstar:For us, travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of.  We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly.  We welcome applications from anyone who wants to takeoff with us.  If you have support or access requirements, just reach out and let us know what you need.

We're Jetstar.  Let's takeoff together.

We can't wait to hear from you.

Applications close: Thursday 25th September 2025

Please note: Applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship