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General information

Manager, Self Service Solutions
Site / Location
Melbourne Support Office (relocating to 480 Swan st Richmond, July 2024)
Ref #
Australia Post
Opening Date
Work Type
Permanent Full Time

Description & Requirements

Help us deliver for Australia. 

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

About the opportunity  

The Manager Self Service Solutions will play a pivotal role in shaping the future of customer touchpoints and enhancing the overall retail experience, by supporting Australia Post's strategic transformation towards a more modern and efficient retail network. 

Overall, this role is essential for driving innovation, efficiency, and customer satisfaction within Australia Post's retail operations. By effectively managing self-service solutions and stakeholder relationships, the Manager will contribute to the successful implementation of the POST26 strategy.

You will be responsible for:

Strategic Analysis and Recommendations: The Manager will strategically analyze the Retail Operations physical network to ensure it aligns with the POST26 strategy. By understanding customer needs and market trends, they will provide recommendations to optimize the network for sustainability and profitability.

Development of Self-Service Solutions: This role involves developing and executing self-service solutions that support enterprise priorities. By leveraging technology and innovation, they will drive EBIT growth and ensure an exceptional customer experience. This aligns with the goal of modernizing the retail footprint to meet evolving customer expectations.

Stakeholder Management: The Manager will need to collaborate with a broad range of stakeholders to drive business outcomes. Building and maintaining strong relationships across the enterprise is crucial for ensuring alignment and support for the self-service platform.

Investment Management: They will be responsible for managing investments and developing a roadmap for the self-service platform. This includes identifying key investment briefs and leading small-scale proof of concepts to inform the roadmap and prioritize investments effectively.

Maintenance and Lifecycle Management: In addition to developing innovative solutions, the Manager will oversee the maintenance, updates, and lifecycle management of existing applications supporting various self-service touchpoints. This ensures continuity and reliability in service delivery.

About you  

We are looking for a candidate who possesses a combination of strategic thinking, technical expertise, and strong stakeholder management skills. Overall, we are seeking a dynamic and experienced leader who can drive transformational change, leverage data-driven insights, and foster innovation within the organization to achieve strategic goals.

What are we looking for?

Blend of Business and Technical Savvy: Experience demonstrating a unique blend of business and technical acumen. The ability to understand both the operational and technical aspects of the retail network, with a big-picture vision to drive innovation and change.

Project Management Experience:  A record of successfully managing multiple projects simultaneously, from conception to implementation. Results-driven and able to ensure the realization of program objectives within established timelines and budgets.

Market Monitoring and Data Utilization: A disciplined approach to monitoring market trends and utilizing data for commercial gain is crucial. Experience in collecting market intelligence, analyzing data, and leveraging insights to inform strategic decisions and drive profitability.

Strong Commercial Acumen: Demonstrated capability in establishing and managing complex product costing models, conducting financial analysis, and scoping new products is essential. 

Analytical and Conceptual Skills: Advanced analytical and conceptual skills, enabling them to analyze business impacts and understand the technical and functional capabilities of complex products and data assets.

Knowledge of Project Management Principles: Familiarity with project management principles is important for effectively leading and implementing innovative change strategies. 

Leadership and Change Management Experience: Proven experience in leading large functions within a matrix structure or complex change programs is desired.

We are 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 also the largest organisation in Australia to successfully achieve Disability Confident Recruiter status and are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability. If you have any questions, please contact our Diversity & Inclusion team on

One last thing 

Research shows that women and people of colour are less likely to apply for roles if they do not meet every qualification. If after reading this, you are not sure you tick every single criteria box, but have the passion to get behind our purpose, the determination to face a challenge and a willingness to grow and learn, we think you should click that apply button anyway. We are passionate about building a diverse and inclusive team, and love hearing from people like you.


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