Product Group Manager – Customer Engagement

Role Overview

• Co-Own the customer channels product vision, roadmap
• Define and own the product vision and roadmap for all customer channels in partnership with the Senior Product Manager
• Standardizing, simplifying and streamlining our customer-facing system integrations
• Guide prioritisation between new capability, platform health, regulatory and security requirements, and long-term transformation initiatives.
• Support annual and multi-year planning by providing clear recommendations on where to invest, defer, or stop initiatives.
• Play a key role in re-platforming our existing customer portal
• Deliver a China-specific customer portal aligned to local market expectations and constraints
• Actively drive the shift towards digital self-service and real-time shipment tracking and visibility
• Lead the thinking on how AI can enhance customer-facing technology.
• Set standards for your team across customer-facing products in partnership with the Senior Director of Product Management
• Ensure the teams maintain clear, prioritised and complementary backlogs for each product

Requirements

• Bachelor’s degree in Business, Information Systems, Technology, Engineering or a related field, or equivalent practical experience
• Ownership of product vision, roadmap, and delivery in agile environments
• Experience with customer-facing technology such as portals, integrations, and self-service solutions that simplify complex workflows
• Experience leading platform migrations or major re-platforming modernization initiatives
• Exposure to AI-enabled customer experiences is a strong plus
• Experience working across regions (including China) is highly valuable
• Formal training or qualifications in product management, digital strategy, or technology leadership, such as SAFe Lean Portfolio Management
• Proven experience leading strategy, roadmaps and prioritization, including making investment and funding trade-offs across competing initiatives and across multiple customer-facing products.
• Adept use of insight and data to continually refine strategy, prioritisation, and investment decisions.
• Experience operating in large, global, and matrixed organisations, with exposure to regional or market-specific requirements.
• Experience overseeing or working closely with external delivery partners and suppliers, ensuring alignment to internal strategy and operating models.

Benefits

• Work with smart, committed people who care about doing the right thing
• Opportunity to play a foundational role in a re-imagined IT function
• Shape how customers experience our business globally
• Build customer experiences that are genuinely hard to leave
• Flexible and hybrid working arrangements in line with World Courier policies