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