Product Manager Chatbot and VoC

VicRoads RLS, founded in August 2022 by a consortium of Aware Super, Australian Retirement Trust, Macquarie Asset Management, and the Victorian State Government, operates under a long term concession deed issued by the State Government. This strategic 40-year partnership is transforming VicRoads RLS into a more commercial, customer-centric, product led and digitally advanced organisation. Our purpose to ‘make services seamless and support safer networks for our communities’ drives our commitment to ensuring our customers get what they need, when they need it.   

Our organisational values steer our actions, decisions and behaviours as we progress on our path of transformation.  

We work collaboratively with the Victorian State Government to ensure we fulfil regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety 

Are you excited about transforming digital experiences with innovative technology? VicRoads is hiring a Product Manager to join our Platform Team, where you’ll play a pivotal role in implementing and managing new channels, including a cutting-edge AI-powered chatbot and a Voice of Customer platform.

This role offers the chance to shape the way VicRoads interacts with its customers by introducing state-of-the-art solutions that improve customer satisfaction, responsiveness, and service delivery.

About the opportunity

Join VicRoads as we embark on a bold transformation to launch innovative products and services for the people of Victoria while building capability within our business.

If you're a strategic thinker with a passion for AI-driven customer insights and digital transformation, we want to hear from you! Apply today to be part of VicRoads’ exciting transformation journey.

As we are a newly formed function in an organisation at the start of a complex, multi-year transformation, you'll need to thrive in an often ambiguous environment and be equipped with a positive, solution-oriented mindset.

What You'll Do:

As a Product Manager in the Platform team, you will lead the implementation of two key products: a chatbot as a new communication channel and an advanced AI Voice of Customer platform. In this role, you’ll be responsible for driving these initiatives from inception through to ongoing management, ensuring they deliver maximum value for both customers and the organisation.

You will lead a multi-disciplinary team through product definition, development, implementation, maintenance and enhancement. You’ll ensure your products not only meets commercial objectives but also delights our customers, harnessing leading product management practices that elevate our offerings and services to the Victorian community.

• Chatbot Implementation and Management: Oversee the end-to-end deployment of VicRoads’ new AI-powered chatbot, defining the product vision, ensuring seamless integration with existing systems, and optimizing its performance for responsive, customer-centric service.

• AI Voice of Customer Platform: Implement and manage a cutting-edge AI Voice of Customer platform, utilizing advanced analytics to gain insights into customer needs and sentiment, driving continuous improvement across all customer interactions.

• Innovate & Collaborate: Engage with a diverse range of stakeholders – think customers, sales, marketing, legal teams, project managers and state government representatives – to evaluate and deliver new product ideas that resonate with market trends and customer needs.

• Chart the Course: Develop product roadmaps and go-to-market strategies to ensure effective product launches.

• Lead the Charge: Work closely with sales, marketing, UX/UI designers, and tech teams to translate product vision into reality, while ensuring financial performance and alignment with business goals.

• Be a Market Analyst: Drive market research, analyse customer segments and formulate compelling business cases that validate new product opportunities.

• Own the Results: With accountability for product profit and health, you will continuously assess financial performance, optimise offerings, and contribute to strategic planning.

Who You Are:

• 3-5 years’ experience in product management, with a proven track record in new product development and optimisation.

• Your commercial acumen is top-notch; you consistently hit financial targets and make data-driven decisions.

• You excel in communicating complex ideas clearly, persuading multiple stakeholders, and solving problems with a logical approach.

• You thrive in fast-paced environments, and you're adept at managing ambiguity, especially in regulatory or transformative contexts.

• Strong understanding of AI technologies, voice of customer platforms, and chatbot functionality, with experience in managing these tools or similar technologies.

Why VicRoads?

At VicRoads, we empower our team members to drive their careers forward in an inclusive and innovative environment. You'll be at the forefront of exciting product developments and have the opportunity to make a real impact!

Ready to apply?

If you’re driven, collaborative, and ready to take on the challenge, we’d love to hear from you! Apply now and become a pivotal part of our journey toward delivering exceptional products and experiences.

Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness.

Failure to comply with this condition of employment may impact your eligibility for employment in this position with Vic Roads. VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.