Product & Improvement Manager

Fortive

8d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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)

Responsibilities

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
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)
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
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
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
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
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