Digital Product Manager - Channels
Auckland, New Zealand · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 4 days ago
- Work mode
- In office
- Eligibility
- Applicants must be New Zealand citizens, residents, or possess a valid visa authorizing work in New Zealand.
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
An established organisation in Auckland is seeking a Digital Channel Owner to spearhead the strategy and execution for its digital self-service platforms, including the customer portal, knowledge bases, and service channels. This critical position centers on enhancing customer experiences, driving higher digital engagement, and minimizing unnecessary support interactions through a well-defined vision, strategic roadmap, and effective leadership of internal teams and vendors.
Key Responsibilities
- Own and develop strategy and roadmap for customer portals and self-service channels.
- Optimize service experiences by focusing on journey mapping, usability enhancements, content curation, and knowledge management.
- Simplify and integrate processes across multiple vendors for a seamless service delivery.
- Use data-driven metrics such as adoption rates, deflection, resolution effectiveness, and customer satisfaction scores to guide iterative improvements.
- Engage extensively with stakeholders, influencing through collaboration and alignment rather than direct authority.
Required Qualifications and Experience
- Proven track record in end-to-end ownership and optimization of self-service platforms.
- Strong skills in product management including discovery, prioritization, roadmap development, delivery, and lifecycle management.
- Ability to navigate complex environments involving multiple vendors and stakeholders.
- High proficiency in interpreting and leveraging service metrics and analytics.
- Excellent interpersonal skills for collaboration and influence.
Desirable Skills and Experience
- Familiarity with CRM or service platforms such as Salesforce, knowledge management systems, omnichannel service models, customer portals, or e-commerce journeys.
- Experience with digital services related to safety, security, or well-being features.
Work Culture
The organization fosters a low-ego, high-trust culture that emphasizes genuine collaboration among team members.
Additional Information
Applicants must be New Zealand citizens, residents, or hold valid work visas allowing employment in New Zealand. References will be requested during the appropriate stage of the hiring process and are not to be included in initial applications.