Optus is a leading Australian telecommunications provider, delivering more than 11 million services every day across mobile, broadband and digital solutions. As we reimagine the customer experience through AI, we’re looking for exceptional product leaders to help drive this transformation.
As Product Manager – AI, you’ll play a pivotal role in one of Australia’s most ambitious AI programs, shaping how millions of customers interact with Optus. You'll lead the development and deployment of cutting-edge conversational AI, intelligent automation, and next-generation digital solutions that are fundamentally reshaping digital experiences that drive customer obsession, commercial value and industry leadership.
Reporting to the Senior Director – AI Product, you’ll own high-impact initiatives across Optus’ AI portfolio, working in a fast-paced, agile environment where your decisions influence customer satisfaction at scale. This is about breakthrough innovation—leveraging LLMs, conversational agents and advanced automation to remove friction and set new industry standards.
What You’ll Do
Drive AI-Powered Transformation
- Lead the delivery of AI-driven digital products supporting Optus’ Service and Sales strategy
- Prioritising initiatives that leverage conversational AI, intelligent routing, and predictive automation aligned to OKRs and measurable business outcomes
- Translate AI strategy into execution through clear roadmaps, KPIs and measurable benefits that demonstrate the power of AI at scale
Create Breakthrough Customer Experiences
- Design and deploy omnichannel AI experiences across app, web and service touchpoints
- Balance cutting-edge AI capability with real customer needs and commercial impact
- Continuously experiment with emerging AI technologies to maintain competitive advantage
Collaborate, Influence and Lead
- Partner with technology, service, sales, marketing and commercial teams from concept to launch
- Manage strategic vendor relationships with leading AI providers
- Influence senior stakeholders and champion AI-first thinking across the organisation
- Contribute to operating plans and business reviews, showcasing AI impact and outcomes
What makes you perfect
Product & AI Expertise
- Proven product management experience, ideally within AI, automation or digital customer platforms
- Strong commercial acumen with a track record of delivering ROI
- Deep understanding of customer-facing AI in service, sales or contact centre environments
- Prior technical experience in fields such as engineering is highly regarded, though not a prerequisite for this role
Thriving in Complexity
- Comfortable working in fast-changing, agile environments
- Ability to manage multiple initiatives while balancing innovation and execution
- Experience with self-service technologies and digital optimisation
Leadership & Influence
- Customer-obsessed mindset with the ability to translate pain points into AI solutions
- Confidence influencing senior and cross-functional stakeholders
- Passion for AI innovation and staying ahead of industry trends
What's in it for you?
- Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
- Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
- Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
- Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
- We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
- Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
- Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
- Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [email protected] or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.
