Product Owner - Contact Centre Enablement

• Join and shape a growing Customer team at Jetstar
• Flexible ways of working – hybrid model with majority of days onsite
• Full time permanent opportunity, based at our head office in Collingwood, Melbourne

Love travel and passionate about all things aviation. You’re in the right place. At Jetstar, you get to take-off at work, and in life.

As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky’s the limit.

Take-off with your next opportunity!

As the Product Owner – Contact Centre Enablement, you will take the lead in shaping the strategic development of Contact Centre applications within the Customer team specifically Voice (Genesys), QA, and Analytics, ensuring these innovative solutions align with business objectives and deliver outstanding customer experiences. In addition, you will take ownership developing Continuous Improvement strategies for the Contact Centres as a whole.

In this position, you will be responsible for developing and overseeing the delivery of Customer Platforms to build and maintain the product roadmap for the product stack, ensuring alignment with stakeholder needs. Effectively engaging with key stakeholders to gather insights, set priorities, and communicate product strategies and initiatives. You will also anticipate market changes and trends to ensure the roadmaps are forward-thinking and adaptable.

Collaboration is at the heart of the role, you will work with the Technology team to understand the vendors roadmap for future capabilities and decide what Jetstar will activate or what isn’t suitable for our use cases.

The core responsibilities of this role will be:

• Product Vision and Roadmap - crafting and executing a strategic roadmap for Genesys and QA platforms to enhance self-service capabilities and improve CX measures, to ensure we maintain operational stability and adherer to compliance standards, while consistently improving customer experience.
• Product Development and Management - Support management of the lifecycle of products and systems across the entire Customer Platforms stack, from ideation to retirement. Conduct regular product reviews and iterations based on feedback and performance metrics to drive continuous improvement.
• Operational Excellence - Support implementation and refinement of processes for product development, management, and delivery. Also, monitor and measure product performance, whilst utilising data to inform decision-making and continuous improvement.
• Risk & Compliance - support both internal and external audits, completing action items, and ensuring that all necessary documentation and processes are in place, to manage risk.

To be considered, key skills will include: 

• Tertiary qualification in Business, Engineering, Information Systems, Computer Science, or relevant industry experience.
• 3-5 years’ experience in developing, analysing and designing software and technology products
• Strong understanding of Product Owner/Product Management, design and analysis
• Knowledgeable and strong experience using Genesys
• Experience in CI methodologies such as LSS or Kazen
• Experience with Customer Contact Centres
• Experience and proficiency in Agile methodologies and product management tools
• Understanding of functional requirements gathering, analysis, and solution design
• Previous experience in delivering technology changes and managing business critical, enterprise-level, and highly transactional applications and systems
• Excellent project coordination skills and a strong technical aptitude
• Deep commitment to understand and meet the needs of both customers and employees
• Strong analytical and problem-solving skills, using a flexible approach and demonstrating tolerance for ambiguity
• Proven interpersonal, influencing, and negotiating skills, engaging and collaborating with key business and technology stakeholders and service partners/vendors
• Excellent written and verbal communication skills with the ability to communicate complex scenarios and ideas clearly to a variety of audiences
• Flexibility to navigate a fast-paced and dynamic industry and environment
• Knowledge and understanding of aviation and travel technologies,

Applications close on the 4th of August

Your life at Jetstar is unlike any other..

Live the travel dream: You and your nominated travel companions can take-off 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 take-off 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 take-off with us.  If you have support or access requirements, just reach out and let us know what you need.

We’re Jetstar.  Let’s take-off together!