Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. We're looking for a Senior AI Product Manager to lead major product initiatives across our Intelligent Contacts and AI agent portfolio. This is a highly impactful role where you'll shape the future of AI‑powered customer experiences, driving strategy, delivery and real business outcomes at scale.

What You'll Do

• Own the product vision and strategy for a portfolio of AI products and agents
• Lead product discovery, customer research, experimentation, and market analysis
• Define and track AI success metrics, balancing model performance KPIs with business outcomes
• Translate business problems into ML solutions, assessing feasibility and trade‑offs across accuracy, latency, and cost
• Influence model architecture and agent design, including prompts, RAG, fine‑tuning, and escalation logic
• Monitor and optimise model performance using production data, including drift and hallucination mitigation
• Use contact centre analytics (CSAT, AHT, FCR, transfers) to measure impact and identify opportunities
• Partner with Engineering and Data Science, lead cross‑functional initiatives, own ROI, and champion responsible AI

What makes you perfect

• 7+ years' experience in Product Management, including 3–5 years delivering AI/ML‑powered products at scale
• Proven track record delivering large, high‑impact product initiatives
• Strong technical foundation in AI/ML, including generative AI, LLMs, NLP, and transformers
• Hands‑on experience with model evaluation metrics, prompt engineering, RAG, embeddings, fine‑tuning, and MLOps
• Familiarity with leading ML and LLM platforms (e.g. Vertex AI, Azure OpenAI, Bedrock)
• Strong data and analytical capability, including SQL, Python, experimentation, and performance analysis
• Sound understanding of responsible AI, including governance, ethics, safety, and regulatory compliance
• Confidence influencing senior stakeholders, with experience in complex or contact‑centre/customer operations environments

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 A***@******* or call 1*** *** ***. 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.