We are seeking a Product Manager – Client and Case Management (CCM) who will lead the overall product strategy for our award-winning CCM product portfolio and underpinning One-IX architecture, and oversee it’s execution and continued evolution. The products are used by large and small government, and non-government organisations across the community services sector in Australia, and play a key role in achieving the mission of Infoxchange and ensuring its ongoing success through realisation of our Vision.

In the role you will build a detailed understanding of our customers, the community services sector and their needs, alongside the various teams at Infoxchange that work on or with the products and are stakeholders in its ongoing success. You will also play a role in the engagement and collaboration with key partners.

This is a permanent full-time position (hybrid working model), based in either Melbourne or Brisbane.

Infoxchange is a social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.

Key duties and responsibilities

• Ensure the ongoing success of CCM product portfolio, in line with Infoxchange mission, strategy, and values;
• Define the product strategy and communicate it within Infoxchange and its partners, obtain buy-in and participation, and share planning and progress updates with stakeholders;
• Work with the CTO, fellow Product Managers, and the CCM and Directory technical team members spanning One-IX to set the product vision, prioritise product needs and backlog, participate in sprint and release planning, oversee progress and manage the product roadmap;
• Consider Infoxchange, our customers and sector impact perspectives, and technology advancement throughout the software development lifecycle;
• Establish investment cases, to support the roadmap and present for review and approval;
• Co-manage product financials including revenue and expense budgets and forecasting and product-funded resourcing planning;
• Manage pricing strategies and ownership of the pricelist maintenance activities;
• Ensure pipeline and sales opportunities are maximised across customer, delivery, technical, and support teams, working closely with the Customer Engagement Team for new customer acquisitions, and marketing for lead generation and brand activities to assist with pipeline, and CCM Services for in-contract change;
• Ensure a strong focus on the customer outcomes and impact among CCM and One IX teams, and ongoing alignment between market demand and our and services, liaising with and leveraging our Community Advisory Group (CAG) where appropriate;
• Foster a culture of customer focus, delivery of outcomes, and continuous improvement as an influencer within Infoxchange;
• In collaboration with Marketing, communicate updates and contribute to thought leadership pieces via social media, Infoxchange customer newsletters etc.;
• Understand the sector landscape, our rivals and benchmarking of our value proposition and associated financial competitiveness.

Key selection criteria

To succeed in this role at Infoxchange, you will demonstrate:

• Solid experience as a Product Manager - creating, launching and overseeing the continuous evolution and improvement thereof, ideally for a B2B SaaS-based offering:
  • Case management, CRM or workflow-based SaaS experience would be an advantage;
• A concrete understanding of product development practices and frameworks across the Product (service) development lifecycle, and demonstrable practice experience in its application;
• Strong research and analytical skills;
• Experience in value proposition design and business model canvas (or similar);
• Excellent problem solving and influencing skills;
• Excellent verbal and written communication skills, including engaging through the sales process and industry/sector conferences and events as a thought leader and SME;
• Experience in, or an understanding of key aspects of NFP sector digital strategy and alignment with organisation strategy;
• Drive and motivation to improve societal outcomes, leveraging technology for social justice;
• Tertiary qualifications in an appropriate field.

What we offer

• A base salary of $150,000k plus superannuation and 17.5% annual leave loading.
• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au)
• Other additional benefits as well as a great place to work!

We’re passionate about taking care of our employees, so working with us means that you will also enjoy:

• Flexible work arrangements (including hybrid working)
• Additional leave provisions (paid parental leave supplement, annual leave loading)
• Health & wellbeing program
• Benefits for new parents
• Great learning and development opportunities
• Employee reward and recognition program
• Carbon neutral offices
• Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!

Who are we?

Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 160 staff across Australia, we tackle the biggest social challenges through the smart and creative use of technology.

We work with community, government, and corporate partners to solve issues around homelessness, family violence, mental health, and disability, as well as supporting Indigenous communities, women, youth, and families.

Our products and services are used by over 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.

And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.

Read more about Infoxchange in our annual report at https://2023.infoxchange.org/

Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.