Product Manager – Scams (complaints & Resolution)

directapply.one

Australia
Not specified (assumed to be hybrid based on industry standards).
Scam identification and resolution
Customer journey mapping
Regulatory compliance
The job posting is for a Product Manager focused on scams and complaints resolution at directapply.one in Australia. The role involves improving customer experience and operational outcomes while collaborating across various departments to address scam-related issues

Job Summary

  • You will help build scalable scams identification, lodgement and resolution experiences at pace, in a changing regulatory landscape.
  • Within this crew, you’ll help shape how scam complaints are lodged, triaged and resolved, balancing customer fairness, risk and operational sustainability.
  • Support the implementation of upcoming ACMA scam prevention framework and AFCA receiving bank rule, enabling CBA and non‑CBA customers to lodge scam complaints with CBA.

Matching Summary

Match Score: 85

The job posting is for a Product Manager focused on scams and complaints resolution at directapply.one in Australia. The role involves improving customer experience and operational outcomes while collaborating across various departments to address scam-related issues.

Skills & Requirements

Must-have

  • Scam identification and resolution
  • Customer journey mapping
  • Regulatory compliance
  • Cross-functional collaboration
  • Problem-first prioritization
  • Outcome-led delivery

Nice-to-have

  • Customer fairness and risk balancing
  • Continuous discovery practices
  • Data-driven decision making
  • Industry-wide operating plan shaping

Key Requirements

  • Product Manager experience
  • Scams or complaints experience
  • Strong problem framing practice
  • Customer-first mindset with risk lens
  • Tertiary qualification in business

Work Rights

Not specified

Tailored Resume

Cover Letter