Product Manager

• An exciting opportunity to join a highly collaborative and enthusiastic team  

• Be part of an innovation journey that will implement solutions for our Customer teams to achieve better employee and customer experiences  

• Permanent role based in Melbourne  

We're REA 
  
With bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home. 
 
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.  

Where the team fits in 

In this role, you will be part of our Customer Innovation team which is tasked with identifying and implementing innovative solutions for Customer Group teams, to deliver a tech and tools solution our people love, to achieve better employee experiences, better customer experiences and better than budget outcomes. It is also the central function that drives, and program manages transformation initiatives that sit across our Customer Group.   

This role is responsible for managing the tech platform product strategy for Customer Solutions and Operations (CSO) specifically. This includes REA’s customer, consumer and employee-facing support experiences. The teams that make up CSO include Customer Support, Customer Operations, Sales Support and Ad Operations. As a secondary focus, they are also responsible for supporting the platform and tech enablement for teams across REA including Payment Solutions, and Programmatic. 

What the role is all about 

• Build and maintain strong relationships with key internal stakeholders including the leaders and other members of Customer Solutions and Operations (CSO), and across business teams 

• Ensure our core tech platforms such as Zendesk, AWS Connect, QA, Workforce Management, and the help centre continue to meet the evolving needs of the teams that work with them, as well as the customers, consumers, and employees who experience them 

• Lead the evaluation, selection, implementation, and operation of new technologies to enable CSO and cross-business teams to most effectively achieve their team OKRs and goals 

• Create and evolve the CSO tech platform roadmap, including ideation, opportunity assessment, discovery, and prioritisation, and play a key role in supporting the development of the ongoing vision and strategy 

• Drive the iterative delivery and ongoing operation of that roadmap in close collaboration with the broader Customer Innovation development team and CSO change management 

• Continuously conduct product discovery with key users of the platforms to maintain and manage a backlog that continuously delivers value 

• Manage third party vendors including the operational cadence between vendors and internal teams, proactively understanding vendor product roadmaps and relevance to our internal clients, identifying effective usage and adoption of platforms to maximise return on investment, and day to day management of vendors.  

• Work closely with the CSO Performance Analyst to align on reporting, performance and measures of success of the platforms and associated improvements 

Who we’re looking for 

• Someone who’s got a few runs on the board in a different career before moving into Product Management — and has been involved in creating something new; even better, something new involving technology 

• Someone who’s able to think through the implications of technology for businesses and people — and communicate that effectively to different audiences 

• Commercially aware — you will be comfortable talking numbers and evaluating commercial opportunities 

• Strategic thinker — you can analyse and critically think through information to determine an appropriate strategic approach  

• Curiosity and customer focus — you will be very comfortable being close to clients both internal and external, understanding their challenges, and their expressed and unexpressed needs, while always remaining curious 

• Willing to energetically challenge the status quo, respectfully and with positivity and enthusiasm. 

• You are an engaging communicator — you can relate to our users, chat with our clients, understand the challenges of technology, and pave the way forward for your team 

• You’ve worked with multiple stakeholders simultaneously, you know how to clearly communicate business context and requirements 

• High level of initiative, drive, adaptability, and problem-solving skills — and able to employ those skills with flexibility in an extremely fast-paced environment 

• You’re a team player who possesses a “can-do” attitude and are willing to get your hands dirty 

The REA experience 

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.  

Some of our Perks & Benefits include:  

• A hybrid and flexible approach to working 

• Flexible leave options including, birthday leave and purchase additional leave 

• Flexible parental leave offering for primary and secondary carers 

• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity 

• Hackdays so you can bring your big ideas to life   

Our commitment to Diversity, Equity, and Inclusion   

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. 

Join our Talent Neighbourhood 

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!  

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