Product Manager AI Sydney

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.