Digital Product Manager - Channels

Salary: Hybrid | Collaborative Workspace | Competitive $$

About the Opportunity
A well-established Auckland-based organisation is investing in its digital self-service channels and is looking for a Digital Channel Owner to lead strategy and delivery across its customer portal, knowledge experiences and service channels.
This is a pivotal role focused on improving customer experience, increasing digital adoption, and reducing avoidable support demand through a clear vision, roadmap and strong delivery leadership across internal teams and vendors.
Key focus areas include:

• Customer portal / self-service channel strategy and roadmap ownership
• Service experience optimisation (journey mapping, usability, content and knowledge)
• Cross-vendor integration and simplification
• Metrics-driven iteration (adoption, deflection, resolution, CSAT)
• Strong stakeholder influence (you’ll succeed through alignment, not authority)

What You’ll Bring

• Demonstrated experience owning and optimising self-service platforms end-to-end (this is a must-have).
• Strong product management capability: discovery, prioritisation, roadmap, delivery, lifecycle.
• Comfortable in complex environments with multiple stakeholders and vendors.
• Strong data/metrics fluency (you can build a case using adoption/deflection and service outcomes).
• Excellent collaboration and influence skills.

Nice to have:

• Experience with CRM/service platforms (e.g., Salesforce), knowledge management, omnichannel service, customer portals, or e-commerce/buy journeys.
• Exposure to safety/security or wellbeing-related digital service features.

This organisation has built a strong culture around a low-ego, high-trust, genuinely collaborative way of working.

Next Steps?
To keep things simple, we ask that all applications are submitted through this advert. We’ll review applications as they come in and be in touch.

For any questions give Aata Kearns a call on 0272141035 and quote Job ID: 18386 for a confidential chat.

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.

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