Product & Improvement Manager

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