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Australia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.  

About the opportunity  

This is a once in a lifetime opportunity to make an impact into how we track parcels and notify senders and receivers. Therefore touching our entire customer base throughout the country and having an effect that you will see every day.

In this role you will help us win in eCommerce by delivering a world class tracking and notification service to senders and receivers that cements Australia Post’s place as the best freight services provider for all Australian Business. The provider with the highest reach, easiest receiver experience and best all round tracking to smoothly connect eCommerce businesses with their customers.

Your goals in this role are to deliver:

As a product owner for the tracking and notifications you will be responsible for:

1. Overseeing the development and management of tracking & notifications, making sure they meet the needs for all senders & receivers and ensuring that it aligns with the our strategic goals of reliability and transparency of delivery services.
2. Creating and maintaining the Track & Notify roadmap, prioritising features, planning releases and ensuring the product delivers maximum value to customers & our business.

How you’ll achieve these goals:

• Develop and maintain the product roadmap based on market research, customer feedback whilst ensuring alignment with business objectives.

• Define and prioritise features and initiatives based on value, feasibility, and strategic importance.

• Plan and manage product releases, working collaboratively with cross-functional teams, including technology, design, and marketing, to deliver high-quality products features.

• Act as the primary point of contact for all tracking and notification questions, feedback, enhancements and pain points, representing the interests of all stakeholders.

• Define and prioritise the product backlog, ensuring it is aligned with the overall product strategy.

• Collaborate with delivery team to define and review high level business requirements.

• Collaborate with the development team to ensure a clear understanding of business requirements and priorities.

• Participate in agile ceremonies, including sprint planning, reviews, and retrospectives.

• Consider needs across all customer segments and ensure a single view for customers and our team members to drive consistency in information for tracking and notifications.

• Define, capture and report on CX principles, goals, experience intelligence targets.

• Identify and prioritise improvements for Track and Notify and work with execution teams to define, design, and develop the necessary capability across the end-to-end value chain.

• Manage and resolve customer systemic issues for the "Track and Notify" part of the end-to-end value chain with clear articulation of the problem and working with platform teams to execute these changes.

• Optimise and streamline the scanning, tracking and notifications process for senders and receivers of freight products across all channels, including ability to receive proactive notifications of freight services tailored to merchants, partners or receivers, improving reporting and coverage of acceptance scanning across the network, improving our digital tracking services and enhance receiver delivery choices such as safe drop and inflight redirection.

• Develop close relationship with Retail, Sales, Product, Pricing, Marketing, Networks, Digital and Engineering teams to define tracking and notifications key moments that matter across a number of platforms (e.g. Consumer Track, Track APIs, TENS, SAP CRM, SMS, Mobile Track, Delivery Choices etc)

• Work with the broader Freight Experience team, Product Team and the Digital, Technology & Data Teams to identify handover points and areas of opportunity to streamline capability

• Drive to proactive notification experience meeting needs of senders and receivers and driving to an improved customer experience along with reduced contacts.

About you  

You will be either have a deep understanding and experience of Australia Post’s product portfolio and sending & notification infrastructure or extensive experience in developing product strategy and end to end product lifecycle management.

You will be able to cut through complexity and work across multi-tiered stakeholder groups in order to deliver commercial outcomes.

You will have a customer obsessed mindset and a passion to create customer focused solutions in a rapidly changing and developing company growing digital capacity.  

You’ll also need   

• A capability to drive an agile, customer centric way of working.
• An analytical mindset, excellent communication skills and ability to understand digital and omnichannel ecosystems.
• An ability to build trusted relationships that drive win/win outcomes
   

How we’ll deliver for you

• This role is a unique proposition in the market that could stand as a key role in your experience and CV, it could be truly one on which you reflect on in the future as impactful and helping drive an organisation forwards
• Excellent office environment, collaborative teams and a best in class Post Perks program that helps our team members get the best out of working at Australia Post
• A leadership team that engages in your development, helps empower you to reach your goals and gives you the trust, autonomy and authority to drive results.

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. 

We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au.

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