General information

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Name Digital Platform Manager Site / Location Melbourne Support Centre Ref # 12373825 Entity Australia Post Opening Date 05-Aug-2025 Suburb Richmond Work Type Permanent Full Time

Description & Requirements

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Help us deliver like never before 

The Enterprise Services PPECS and CXT team is responsible for co-designing and executing the PPECS product strategy and roadmap. This team oversees lodgement channel and platform performance, user experience solution design, and the end-to-end digital journey for customers. In close collaboration with Enterprise Services, PPECS, and Product Management teams, they apply Agile and Design Thinking methodologies to define, design, and resolve customer challenges.

The Digital Platform Manager, with support of the wider Enterprise Services teams, will manage cross functional Agile teams and work closely with key stakeholders across Product, Technology, Data & other teams to align and deliver on an integrated roadmap of capability which will improve Australia Post’s sending platforms and digital customer experience. The role will primarily encompass digital customer solutions across international customers and enterprise. The role will support our Customer Experience Transformation (CXT) while drive improvement in both digital customer experience and digital self-service solutions, thus reducing friction for customers and costs to the business. Success will lie in playing a significant contributing role to the creation of a strategically aligned digital ecosystem which makes it simple for all Australia Post’s International customers to lodge and track their parcels through our network. The role will draw on deep knowledge and experience in the end-to-end digital production process, from initial concept definition through to delivery using design thinking and agile delivery methods to achieve strategy, customer, and financial targets and to define and implement the future vision/roadmap.

We're empowered to deliver for our teams and to delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies. It's an unexpectedly dynamic and collaborative culture that feels more like a start-up than a 213-year old icon. 

What you’ll deliver with us 

Commercial & Strategic Priorities

Driving and delivering successful digital products and experiences across assigned platforms / assets.
Delivering Digital strategy, product plans, roadmaps based on customer research, usage patterns, feedback, business strategies, competitive review and emerging technology.
Provide direction and guidance to experience design, delivery, analytics and key business stakeholders to validate digital experience direction.
Define the viability and desirability of every digital asset within their portfolio of digital products, partnering with delivery teams to determine feasibility and connect all activity to customer value and OKR outcomes.
Coach and mentor Digital Producers.
Manage senior stakeholder expectations and ensure that execution is aligned to business unit strategy.
Serve as a trusted advisor across teams and the business on how an experience does/could manifest throughout the product and be the central point of contact for product experience for the platform/asset.
Monitor and review performance data, user testing and user feedback to uncover opportunities, track performance and drive decision making.

Essential Experience:

Extensive experience managing a digital product portfolio and roadmap in a large, complex product organisation
Strong track record in implementing strategies, plans and roadmaps
Extensive experience working in Agile product and delivery teams, requiring significant influence over customer-focused design and technology teams.
Deep knowledge and passion for user experience design, design thinking, interaction design and performance analytics
Experience in people leadership - leading and coaching a team (e.g. producers) in the digital channel
Proven ability to creatively problem solve and think strategically, and where necessary, outside of the box
Highly developed communication skills, both written and oral

We’re delivering together

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees.

We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au.

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