Manager, Product Customer

About Virgin Australia Group Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions. The role: As the Manager, Product, Customer & Experience , you’ll lead the development and delivery of the Virgin Australia Business Flyer (SME) product strategy. This role owns the end-to-end product and customer roadmap ensuring every initiative supports member growth, engagement, and exceptional customer experience. You’ll design and execute a roadmap that aligns with broader business and group strategy, driving measurable improvements in customer satisfaction (NPS) and commercial performance. From identifying new opportunities and delivering product enhancements to optimising customer support channels, you’ll ensure the SME program delivers strong market growth and a compelling value proposition for our business customers. In this role you will: Lead the development and delivery of the Virgin Australia Business Flyer product roadmap, ensuring alignment with business strategy and customer needs. Drive customer experience excellence by owning NPS outcomes and championing the voice of the customer across all initiatives. Identify and deliver product and customer enhancements that strengthen member engagement, retention, and program value. Act as a trusted advisor to senior leadership, providing insights, updates, and recommendations on SME program performance and opportunities. Collaborate across teams and functions (including Velocity and Commercial) to deliver strategic projects and transformation initiatives. Leverage data and market insights to inform product decisions, prioritisation, and continuous improvement. Lead, coach, and develop a high-performing team, fostering capability growth, collaboration, and a customer-first culture. What you need to be successful: Tertiary qualifications in Business, Commerce, Analytics, Marketing, or a related discipline. Postgraduate qualification (MBA or equivalent) highly regarded. Proven experience in product management, customer experience, or commercial strategy roles within a complex or fast-paced organisation. Strong ability to translate customer insights and data into actionable product and service improvements. Demonstrated success in leading cross-functional teams and managing multiple priorities to deliver strategic outcomes. Excellent stakeholder engagement and communication skills, with the ability to influence at all levels of the business. Commercially minded, with experience in balancing customer outcomes with business performance and revenue growth. Confident in using data and analytics tools to support decision-making and measure impact. A collaborative, forward-thinking leader who thrives in a dynamic, customer-focused environment and brings passion for continuous improvement. What you’ll get from us: We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to); Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year) Flexible working arrangements (including work hours and work from home) Discounts on travel insurance, car hire, accommodation and experiences worldwide Discounted Virgin Australia Lounge membership Hospitality, retail, technology, beauty services and wellness discounts Wellness support, including the betterme digital wellbeing platform A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial Dress for Your Day – enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you Equality rules We’re all individuals. We love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family. Ready to apply? We’re ready to hear from you. Apply now. We review applications as they come through and we do not close the job until we have filled the position.