Job Description
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.
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.
💡 Quick Summary
Seeking a career-building opportunity? The Senior Product Manager - Customer Operations position is now open for candidates interested in the Retail & Wholesale sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Retail & Wholesale is a plus.
