Senior Product Manager - Customer Operations

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

Your New Role Looks Like This:

As a Senior Product Manager, Customer Operations, you’ll play a key role in optimising customer journeys, strengthening product features, and embedding data-driven decision-making into everything we do.

Reporting to the Head of Product, this role is ideal for a strategic thinker with a passion for solving complex problems, leading change, and creating seamless customer experiences. You’ll work closely with cross-functional teams – from operations and commercial to compliance and analytics – to ensure our products not only meet regulatory standards but also support business growth and reduce customer friction.

What you’ll do

• Champion the Customer Experience – Digitise and simplify customer forms, improve accessibility of product materials, and streamline user interfaces to enhance satisfaction and reduce friction.
• Strengthen Products & Reduce Complaints – Use customer insights and complaint analysis to identify pain points, prioritise product improvements, and deliver smarter workflows and self-service tools.
• Forecast & Plan with Confidence – Develop and operationalise volume/capacity forecasting models to better predict demand, allocate resources, and improve operational efficiency.
• Unlock Customer Insights – Build and refine analytics frameworks, dashboards, and reports that reveal product usage trends, customer behaviours, and emerging opportunities.
• Stay Ahead of the Market – Lead competitor analysis to inform product positioning, pricing strategies, and innovation.
• Enhance Governance & Compliance – Support the operationalisation of governance frameworks and ensure compliance with regulatory requirements such as ASIC RG 97 and DDO.
• Drive Continuous Improvement – Improve data insights for DDO monitoring, recommend product adjustments, and elevate customer outcomes.
• Enable Team Success – Help build and maintain a Product Team Capacity Tracker to ensure resource allocation and delivery stay on track.
• Collaborate & Influence – Partner with stakeholders across commercial, IT, legal, and operations to deliver aligned and customer-focused outcomes.
• Innovate for the Future – Explore emerging trends, tools, and technologies – from automation to AI-driven analytics – to drive smarter ways of working.
• Manage Risk Effectively – Identify potential operational risks in processes and products, building strategies to mitigate them and ensure resilience.

About you

• Strong product management experience, ideally across managed investment schemes and investment bonds
• Experience across retail, wholesale and institutional markets
• Experience across marketing and written communications, including drafting product disclosure statements, explanatory memorandums and institutional offer documents
• Experience with capital raising across retail, whole and institutional markets
• RG146 Qualification will be highly regarded.
• Proven ability to deliver customer-focused solutions, backed by data and insights.
• Comfortable balancing strategic priorities with hands-on delivery.
• Passionate about driving innovation, continuous improvement, and best practice.

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.