Job Description: Product & Improvement Manager
Location: Landauer Australasia
Reporting to: Managing Director Australasia
Function: Project / Program Management
Role Summary
Landauer Australasia is seeking a Product & Improvement Manager to lead continuous improvement across systems, processes, and customer experience, with product ownership serving as a key enabler of these outcomes.
This role is accountable for identifying, prioritising, and delivering improvements that enhance customer satisfaction, reduce operational inefficiencies, and strengthen business performance. Acting as the bridge between customers, operations, and global product teams, the role ensures that both system enhancements and process changes deliver measurable business value.
A key focus will be existing platforms, reducing customer pain points, and embedding structured ways of working to enable scalable, repeatable improvements across the organisation.
This is a full-time role with clear performance outcomes based on measurable improvements delivered.
Key Responsibilities
Continuous Improvement & Operational Excellence (Primary Focus)
Identify and lead cross-functional improvement initiatives across systems, processes, and customer journeys
Diagnose root causes of inefficiencies, customer issues, and rework using structured problem-solving approaches
Drive improvements across Customer Service, Finance, Operations, Payroll, and Engineering
Simplify and standardise workflows to improve efficiency, quality, and scalability
Leverage automation and system enhancements to reduce manual effort and errors
Establish and embed continuous improvement practices aligned to DBS principles
Customer Experience & Business Impact
Partner with Customer Service and stakeholders to identify pain points and improvement opportunities
Use Voice of Customer (VOC), data, and insights to prioritise improvement initiatives
Proactively address risks to customer satisfaction and retention
Ensure all improvements deliver clear customer and business value (e.g. reduced escalations, improved turnaround times)
Product Ownership (Enabler of Improvement)
Act as the local Product Owner for related systems within Australasia
Translate improvement opportunities into clear, actionable product and system requirements
Prioritise and manage the backlog in line with business impact and global delivery capacity
Ensure solutions are fit-for-purpose, scalable, and aligned with operational needs
Lead UAT and QA activities to ensure quality and minimise rework
Systems & Tools Optimisation
Optimise use of core platforms to improve workflow efficiency and visibility
Evaluate and implement system enhancements or alternative tools where appropriate
Ensure systems are configured to support efficient, consistent ways of working
Improve data quality, reporting, and system usability
Global Collaboration & Delivery Alignment
Act as the primary interface between Australasia and global product/engineering teams
Ensure local improvement and system needs are clearly defined, scoped, and delivered
Reduce rework through improved requirements quality and clarity
Advocate for Australasian priorities within global roadmaps
Program & Change Management
Establish structured, repeatable approaches for:
Requirements gathering
Solution validation and testing
Delivery governance and sign-off
Support effective rollout and adoption of system and process improvements
Act as an escalation point for complex system or process-related issues
Strategic Contribution
Support delivery of the Australasian “Beyond the Badge” roadmap
Translate strategic priorities into actionable improvement initiatives
Identify opportunities for growth through improved processes, systems, and customer experience
Key Performance Indicators (Success Measures)
Success In This Role Will Be Measured Through
Improvement in customer satisfaction and system usability
Reduction in customer service escalations and operational issues
Measurable gains in cross-functional efficiency and productivity
Reduction in rework through improved processes and requirements quality
Delivery of high-impact improvement initiatives aligned to business priorities
Enablement of growth through improved systems and ways of working
Key Challenges
Stabilising existing systems while simultaneously driving improvement
Embedding structured improvement practices in a fast-paced operational environment
Balancing short-term fixes with longer-term, scalable solutions
Influencing global teams while meeting local business needs
Essential
Skills, Experience & Qualifications
Proven experience in Continuous Improvement, Program Management, Product Management, or similar roles
Strong experience in identifying and delivering process and system improvements
Demonstrated ability to apply structured problem-solving methodologies
Experience working with technical/engineering teams in Agile or hybrid environments
Strong stakeholder management across multiple business functions
Experience leading UAT, QA, and implementation of system changes
Strong analytical and data-driven decision-making skills
Desirable
Experience in SaaS, digital platforms, or operational systems
Exposure to customer service or service delivery environments
Experience in global or matrix organisations
Familiarity with service management platforms (e.g. Freshdesk, Zendesk)
Key Attributes
Improvement mindset with strong focus on outcomes and value delivery
High ownership and accountability for business results
Customer-centric with a passion for solving real problems
Pragmatic and solution-oriented, able to balance speed and quality
Strong collaborator and influencer across functions
Why This Role Matters
This Role Is Critical To Enabling Landauer Australasia To
Continuously improve customer experience
Drive operational efficiency and reduce friction across the business
Build sustainable, scalable ways of working
Ensure systems and products actively enable, rather than hinder, business performance
