Product & Optimisation Lead - CCaaS

• Join Australia's leading comparison company
• Own contact centre technology delivery end to end
• Drive real business value

Own the roadmap. Lead the team that builds it. Make sure what ships actually gets used.

Compare Club helps Aussies save money on the bills that add up — health insurance, life insurance, energy, home loans and more. Our contact centre technology and continuous-improvement agenda needs a lead who can turn business problems into a prioritised roadmap and get a delivery team behind it.

The role

You'll own contact centre technology delivery end to end — CCaaS and CRM, roadmap through to release. You lead a team spanning solution architecture and routing, platform configuration and release, and Salesforce platform capability. You're not doing the hands-on build yourself — you're accountable for what the team ships, that it's the right thing to build, and that it lands.

What You'll Do

• Own the roadmap: set priorities, sequencing and dependencies across CCaaS and CRM, structured and visible to the business.
• Lead one delivery team: line-manage the Product Owner, Solution Architect & Routing Lead and Salesforce Platform Lead — three disciplines, one set of standards.
• Shape before you build: make sure change is properly scoped and specified before anyone touches a build — solving the actual problem, not just the ticket.
• Own release governance: set the standard for UAT and release readiness, and approve production releases (or delegate to a change board) — keeping design and sign-off in separate hands.
• Be the senior contact point: triage what's genuinely critical versus BAU for divisional and Sales Ops stakeholders, and keep Marketing, Product & Engineering, IT/Security, Compliance and Data aligned.
• Prove the value: track measurable uplift in productivity, conversion, customer experience or reduced manual effort from what you deliver.

What you'll bring

• Proven leadership of a technology or product delivery team in a contact centre, CRM or transformation environment.
• Strong product and prioritisation discipline — you can turn a business problem into a value-based roadmap, not just a backlog.
• A solid grounding in business analysis, solution shaping and release governance — enough to set the standard, even though the team does the hands-on work.
• Delivery experience across CCaaS and/or Salesforce.
• People leadership chops — coaching and capability-building across onshore and offshore reports.

Why join now

• A genuine leadership seat — three direct reports, real scope, and a mandate to set the standard rather than inherit someone else's.
• A roadmap that matters: the team behind two platforms, a CRM and a business that's actively investing in getting this right.
• Melbourne-based leadership role with a GM who's building this function out properly, not backfilling a gap.
• The chance to fix the "why does this keep breaking" problem for good, instead of firefighting it forever.

Sound like the leader we need? Apply now — tell us what you'd fix first.