Product & Improvement Manager

Job Description: Product & Improvement Manager
Location: Landauer Australasia
Reporting to: Managing Director Australasia
Function: Project / Program Management


Role Summary
Landauer Australasia is seeking a Product & Improvement Manager to lead continuous improvement across systems, processes, and customer experience, with product ownership serving as a key enabler of these outcomes.

This role is accountable for identifying, prioritising, and delivering improvements that enhance customer satisfaction, reduce operational inefficiencies, and strengthen business performance. Acting as the bridge between customers, operations, and global product teams, the role ensures that both system enhancements and process changes deliver measurable business value.

A key focus will be existing platforms, reducing customer pain points, and embedding structured ways of working to enable scalable, repeatable improvements across the organisation.

This is a full-time role with clear performance outcomes based on measurable improvements delivered.

Key Responsibilities

Continuous Improvement & Operational Excellence (Primary Focus)

Identify and lead cross-functional improvement initiatives across systems, processes, and customer journeys

Diagnose root causes of inefficiencies, customer issues, and rework using structured problem-solving approaches

Drive improvements across Customer Service, Finance, Operations, Payroll, and Engineering

Simplify and standardise workflows to improve efficiency, quality, and scalability

Leverage automation and system enhancements to reduce manual effort and errors

Establish and embed continuous improvement practices aligned to DBS principles

Customer Experience & Business Impact

Partner with Customer Service and stakeholders to identify pain points and improvement opportunities

Use Voice of Customer (VOC), data, and insights to prioritise improvement initiatives

Proactively address risks to customer satisfaction and retention

Ensure all improvements deliver clear customer and business value (e.g. reduced escalations, improved turnaround times)

Product Ownership (Enabler of Improvement)

Act as the local Product Owner for related systems within Australasia

Translate improvement opportunities into clear, actionable product and system requirements

Prioritise and manage the backlog in line with business impact and global delivery capacity

Ensure solutions are fit-for-purpose, scalable, and aligned with operational needs

Lead UAT and QA activities to ensure quality and minimise rework

Systems & Tools Optimisation

Optimise use of core platforms to improve workflow efficiency and visibility

Evaluate and implement system enhancements or alternative tools where appropriate

Ensure systems are configured to support efficient, consistent ways of working

Improve data quality, reporting, and system usability

Global Collaboration & Delivery Alignment

Act as the primary interface between Australasia and global product/engineering teams

Ensure local improvement and system needs are clearly defined, scoped, and delivered

Reduce rework through improved requirements quality and clarity

Advocate for Australasian priorities within global roadmaps

Program & Change Management

Establish structured, repeatable approaches for:

Requirements gathering

Solution validation and testing

Delivery governance and sign-off

Support effective rollout and adoption of system and process improvements

Act as an escalation point for complex system or process-related issues

Strategic Contribution

Support delivery of the Australasian "Beyond the Badge" roadmap

Translate strategic priorities into actionable improvement initiatives

Identify opportunities for growth through improved processes, systems, and customer experience

Key Performance Indicators (Success Measures)

Success In This Role Will Be Measured Through

Improvement in customer satisfaction and system usability

Reduction in customer service escalations and operational issues

Measurable gains in cross-functional efficiency and productivity

Reduction in rework through improved processes and requirements quality

Delivery of high-impact improvement initiatives aligned to business priorities

Enablement of growth through improved systems and ways of working

Key Challenges

Stabilising existing systems while simultaneously driving improvement

Embedding structured improvement practices in a fast-paced operational environment

Balancing short-term fixes with longer-term, scalable solutions

Influencing global teams while meeting local business needs

Essential

Skills, Experience & Qualifications

Proven experience in Continuous Improvement, Program Management, Product Management, or similar roles

Strong experience in identifying and delivering process and system improvements

Demonstrated ability to apply structured problem-solving methodologies

Experience working with technical/engineering teams in Agile or hybrid environments

Strong stakeholder management across multiple business functions

Experience leading UAT, QA, and implementation of system changes

Strong analytical and data-driven decision-making skills

Desirable

Experience in SaaS, digital platforms, or operational systems

Exposure to customer service or service delivery environments

Experience in global or matrix organisations

Familiarity with service management platforms (e.g. Freshdesk, Zendesk)

Key Attributes

Improvement mindset with strong focus on outcomes and value delivery

High ownership and accountability for business results

Customer-centric with a passion for solving real problems

Pragmatic and solution-oriented, able to balance speed and quality

Strong collaborator and influencer across functions

Why This Role Matters

This Role Is Critical To Enabling Landauer Australasia To

Continuously improve customer experience

Drive operational efficiency and reduce friction across the business

Build sustainable, scalable ways of working

Ensure systems and products actively enable, rather than hinder, business performance