Senior Product Manager – Customer Lifecycle

OFX is continuing to hire with most interviewing and on-boarding done virtually due to COVID-19. We welcome conversations around flexible working arrangements for this role. Please indicate in the application questions what working arrangements would be your preference.



G'Day. Nice to meet you. We're OFX, a global provider of online, international payment services for our personal, business and partner customers. Founded 20 years ago and headquartered in Sydney, OFX has grown to become a truly global company. We're now trusted by customers all around the world and have grown to over 350 employees with offices in Sydney, London, San Francisco, Toronto, Auckland, Singapore and Hong Kong. We are a publicly-listed company, listed on the Australian Stock Exchange (ASX: 'OFX')

Product at OFX:
At OFX we are creating a world-class product team that can deliver on the vision and product roadmap that is critical to OFX success. All members of the product team, plus our delivery teams in Technology are clear on their responsibilities, and work together to deliver the OFX roadmap, and continue to invest and build expertise in their craft.



Purpose of your role:
The Senior Product Manager - Customer Lifecycle role will create the singular customer profile to enable excellence in end-to-end customer management at OFX, including applications of risk and compliance processes, and futureproof the capability for easy ongoing development of services, products, and customer engagement.



What you'll be doing:
Product Strategy and Management

• Own the Master Customer Profile, identify gaps in the product portfolio and develop proposals for closing these gaps
• Work with key stakeholders, including Ops, Compliance, Risk, Sales, Marketing to ensure the roadmap is aligned with strategic priorities
• Deeply understand the requirements of the customer journey end to end - across authentication, onboarding, transferring, service delivery, case management, engagement and advocacy
• Own the Customer Lifecycle product portfolio and ensure product roadmaps are created and communicated
• Articulate a clear roadmap. Assess, map and deliver the commercial P&L outcomes
• Ensure the appropriate product suitability with consideration for operational, regulatory, communications and financial crime issues

Product Delivery

• Ensure all requests are understood, qualified (both from an end customer and business perspective) and evaluated against strategy and product roadmaps
• Work in partnership with the Product Owner on product delivery
• Ensure effective product backlogs are created and maintained

Stakeholder engagement and management

• Work closely with and be an extended team member of the customer facing teams and operational and compliance teams to ensure understanding of journeys and implications of lifecycle decisions/triggers
• Ensure timely communication of release information for marketing and operations to effectively perform their function
• Help map dependencies and connect the end-to-end delivery across the organisation

What you bring:
You will be a leader that is comfortable being empowered to work autonomously. You will work with stakeholders to create a vision of your own. You will inspire others to contribute to the mission.

Required Experience

• 6+ years product management experience from development through to launch, preferably working with salesforce and compliance related systems.
• Excellent understanding of Agile development methodology
• Excellent written and verbal communication skills including ability to communicate technical details to any level of the business
• Strong planning skills and robust attention to detail
• Energetic, positive, resilient - with the ability to forge ahead with conviction in an organisation and industry that is undergoing change and disruption

What it's like working at OFX:
We're OFXers because we want to make a difference. We see challenges as opportunities and we're not afraid to roll up our sleeves to get stuff done. We're committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

Global markets move fast and so do we. We work across borders and time zones, which helps make the world feel a little smaller. From San Francisco, Toronto to London, Dublin, Sydney, Auckland, Hong Kong & Singapore, there's always a colleague to help.

• We promote an environment of reward and recognition, OFXers are encouraged to celebrate their peers' effort, technical expertise or support through a range of channels and awards.
• Giving back, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, that OFXers can use together or individually.
• Always keep learning. Drive your own learning with LinkedIn learning, which all OFXers have access to. We offer a variety of other learning programs and host an annual Open Day to encourage cross functional and soft skill learning.
• We take pride in having a work/life balance and flexibility; we encourage employees to work productively and efficiently. Our OFXers enjoy Birthday leave to celebrate their birthday however they choose.
• Our Good Vibes employee-led committees organise events to keep our employees engaged inside and outside the office. Whether it's participating in our weekly yoga class (now also online), office happy hours, end of year celebrations. Our team wants you to feel welcome!
• We have some great perks. On-site barista, fresh fruit, and showers.