Hipages Group

About hipages:

We’re hipages, a proudly Australian, ASX-listed tech company and the #1 platform connecting homeowners and tradies for home improvement. We are on a mission to transform the trade industry and build better lives for everyone. With team members across Australia, New Zealand, the Philippines, and Vietnam, we’re thriving together in a true One-Team culture.

We’re certified as a Great Place to Work and WORK180’s #1 Employer for Women. We’re proud to offer benefits that empower you, and a workplace where everyone belongs, contributes and grows. At hipages, you’ll find purpose, career growth and the work that truly makes an impact on everyday Australians.

About the role:

As Senior Product Manager, you’ll lead the modernisation of the systems and experiences that power hipages’ customer operations and trust infrastructure. This includes our internal support tools, verification and onboarding checks, and how we empower our service agents to deliver fast, high-quality resolutions.

You’ll be responsible for driving transformation in legacy systems, significantly increasing automation, and integrating agentic AI to reduce manual, low-value interactions. You’ll also lead initiatives that build marketplace trust, such as validating ABNs and licences, performing ID checks, and enabling better customer issue resolution.

You will work cross-functionally across product, engineering, support, trust and quality, helping hipages scale service delivery and safeguard quality as we grow.

Why join our Product team?

• Hybrid working model - 50% work from home
• In-house Talent Development team to prioritise personal and career growth
• Competitive salary, benefits and perks, plus equity via our Employee Share Program
• Cross-functional collaboration
• Hands-on learning opportunities and workshops for continuous upskilling

How you will add value:

• Own the strategy and roadmap for the customer service and trust domains, including internal tooling leveraging the Salesforce platform, automations, and ID/credential validation workflows.
• Drive the modernisation of legacy platforms, working closely with Salesforce and Sendbird to streamline and upgrade support capabilities.
• Partner with engineering to integrate agentic AI and other automation technologies to resolve lower-complexity tasks (e.g. ticket classification, knowledge surfacing, simple enquiry handling, ID and licence verification).
• Build trust-enhancing systems that ensure our tradie base is verified, safe, and compliant with regulations (e.g. ABN, licence, and ID checks).
• Collaborate with internal support teams to understand service workflows and remove friction across inbound and outbound communications.
• Define and monitor clear success metrics, such as deflection rate, average response times, automation coverage, and verification accuracy.
• Ensure service experiences are cohesive, consistent, and aligned with broader product and customer strategies.
• Contribute to broader product practice, mentoring peers, sharing learnings, and helping uplift cross-functional ways of working.

About you:

• Experience with Salesforce Service Cloud, and understanding how Salesforce fits into a SaaS business ecosystem
• 4+ years in Product Management, including working in cross-functional product teams, working in SaaS, marketplaces, or B2C digital environments
• Track record of delivering products that enhance the customer service experience
• Experience delivering on digital deflection initiatives that reduce the volume of enquiries handled by human support team members
• Strong commercial and technical acumen
• You understand what drives great UX and can guide engineers and consultants
• Experience with building AI-driven agents to aid in customer service and process automation a bonus

Life at hipages:

We offer more than just a job—we offer an inspirational ‘home away from home’ where you can show up as your authentic self and do your best work every day. Recognised as a Great Place to Work, we’re proud of the inclusive, supportive culture that lets people thrive.

You’ll work with the best tools and tech, and what you do will have a direct impact on our products, services, and customers. We invest deeply in career development for all, and our coach-style leadership means you're guided, not micromanaged—no surprise that 85% of our team say their leader is truly great.

Wait, and there is more:

• Diverse, collaborative teams who love solving problems and seizing new opportunities
• Agile, cross-functional squads—from hackathons to roadshows and team off-sites, you’ll experience it all
• Competitive benefits, including extra leave for birthdays, volunteering, service anniversaries, and parental leave
• Continental breakfasts, fresh fruit, and healthy snacks to fuel your day
• Prime Sydney CBD location just steps from Town Hall and Gadigal Stations, with indoor/outdoor spaces built for connection
• Tailored development support, from mentoring to stretch projects and growth pathways
• A vibrant social scene, with regular events, and team-building activities, because we work hard and play hard too!

We prioritise Diversity:

Innovation & Collaboration are two important core values at hipages, which cannot be achieved successfully without a diverse and inclusive team. We don't expect you to be an expert in all areas and we are more interested in learning about you as a person, a team member and/or a leader. We have been endorsed by Work180 for our commitment to advancing women’s careers and are proud of our diversity of cultures, age span and sexual orientation/identification.

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role and the hipages team, we encourage you to apply, we would LOVE to hear from you!

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

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