Jobs at Zip Co

Manage external dispute resolution complaints and privacy requests for Zip across Australia and New Zealand. Investigate complex customer matters, prepare submissions to AFCA and similar bodies, coordinate case workflows, analyze complaint trends, identify systemic risks, and report insights to governance forums. The role partners with Customer Service, Credit, Fraud, Product, and Compliance teams to improve processes, controls, customer outcomes, and dispute-resolution capabilities.

Manage external dispute resolution complaints and privacy requests, preparing submissions, coordinating workflows, and ensuring fair, timely regulatory outcomes. Analyze complaint trends to identify systemic risks and control gaps, provide governance reporting, improve dispute resolution processes, and collaborate with Customer Service, Credit, Fraud, Product, and external bodies. Support quality assurance, training, stakeholder engagement, and the thoughtful use of automation and AI tools.

Lead the design, development, and deployment of machine learning and agentic AI solutions. Apply advanced analytics, experimentation, statistical modeling, Python, and SQL to solve customer and business problems. Partner with Product, Engineering, and business teams to move ideas from experimentation into production, while communicating insights and mentoring others.

Design, build and scale production-ready AI capabilities and applications using Python and modern cloud tech. Collaborate with cross-functional teams to deliver secure, observable, and responsible AI solutions, mentor engineers, drive architecture decisions, and ensure operational excellence across AI platforms.

Lead end-to-end product design for complex financial experiences across native mobile and web. Own discovery, interaction and visual design, prototyping, delivery, measurement and continuous improvement. Use research, experimentation and product data to influence strategy, simplify customer journeys and build accessible experiences. Partner with Product, Engineering, Data, Marketing and Risk, contribute to Zip’s design system, explore AI-enabled experiences, facilitate alignment, and mentor through critique and knowledge sharing.

Manage enterprise, operational, compliance, third-party, and operational resilience risks for Zip Australia. Responsibilities include maintaining risk frameworks and policies, overseeing third-party assessments, analyzing incidents and emerging risks, preparing governance reporting, supporting business continuity and crisis management, monitoring regulatory expectations, and advising business leaders and first-line teams.

Design, build and operate scalable security platforms for cloud and endpoints. Integrate and automate security tooling into CI/CD and cloud environments using IaC, APIs and scripting. Tune detections, implement guardrails and define security baselines while partnering with DevOps and platform teams to evolve Zero Trust and improve detection quality.

Lead strategy, roadmap and delivery for customer engagement and digital foundations products. Embed AI-enabled features, drive self-service and retention, partner with Engineering and Design, use data and experimentation to validate opportunities, manage risk and governance, and align stakeholders to deliver secure, scalable web and mobile experiences.

Lead Zip's Line 2 Risk Advisory across ANZ, providing independent oversight and strategic advice on credit, financial and enterprise risk. Manage a team of five, deliver risk reporting to executives and the Board, strengthen controls and model governance, embed risk into business decisions, and leverage AI and analytics to improve oversight and efficiency.