Product Manager – Disputes

• You are motivated by improving customer experience in high‑stress situations, such as unrecognised transactions or payments that go wrong
• We are responsible for the end‑to‑end Disputes journey, balancing customer fairness, risk and operational efficiency at scale
• Together we build faster, clearer Disputes experiences, using data and responsible AI to deliver better outcomes for customers

Do work that matters

Our Disputes work sits at the intersection of customer fairness, risk and operational efficiency, where decisions must be fast, clear and defensible. You’ll help deliver measurable outcomes, such as faster resolutions, higher first‑touch resolution and fewer complaints, by combining strong customer insight, product thinking and responsible AI adoption.

See yourself in the team

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million+ personal and small business customers. Within RBS, Everyday Products is focussed on building innovative and value creating everyday products for all Australians.

The Disputes Value stream is responsible for the end-to-end Disputes Journey. We are dedicated to providing the best service in the moments that matter. The Disputes value stream works with many teams—including Fraud, Chief Operations Office (COO), Customer Service Direct, Customer Service Network and Data & analytics—to ensure a world class experience for customers who have experienced unauthorised (fraud) transactions or authorised transactions with a negative outcome (e.g. goods/services were not received or not as described).

You’ll join the Disputes squad, a cross-functional squad led by a Product Owner, and you’ll report into the Product & Solutions Chapter Lead in the Crew who coaches your product craft and development. You’ll collaborate with partners across various business units and other squads within the EDB domain to build and enhance customer experience and improve process efficiency through disputes journey. You’ll embed Product Operating Model ways of working—continuous discovery, problem-first prioritization, and outcome-led, evidence-based delivery.

More specifically, you will;

• Own and evolve Disputes experiences across digital and assisted channels, including end-to-end servicing pathways and controls.
• Use customer insight and operational data to frame problems, propose solutions, influence stakeholders and improve outcomes.
• Partner with Risk, Compliance, Legal and Operations to ensure decisions are fair, consistent and defensible.
• Identify opportunities to simplify processes, reduce avoidable contacts and uplift Standard Operating Procedures (SOPs).
• Provide product insight to drive delivery with cross-functional teams; lead both strategic initiatives and BAU tasks including risk controls, regulatory related activities, incident management and customer remediations

We’re interested in hearing from people who have

• Experience as a Product Manager (or similar), ideally in financial services, with experience in payments or disputes (preferred but not mandatory) and/ or servicing journeys.
• Strong problem framing and discovery practice (hypotheses, experiments, learning loops) and comfort working iteratively.
• Ability to balance customer outcomes with risk, control and operational constraints in a regulated environment.
• Experience using data to articulate problems and measure outcomes.
• Excellent stakeholder management and communication skills across Technology, Operations and Risk.
• Tertiary qualification in business or a related discipline (preferred).
• Risk Mindset: All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

What success looks like

• Dispute customer journey score remains leading position and reduced disputes related customer complaints volumes
• Clearer and faster Disputes faster with improved first‑touch resolution and reduction of manual handling
• A continuously improving roadmap grounded in discovery and measurable customer and operational outcomes.