This is a Senior Product Manager – Client Experience role with OFX based in Sydney, NSW, AU OFX Role Seniority - senior More about the Senior Product Manager – Client Experience role at OFX Job Description OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30 currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive. Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years. Purpose of your role We are hiring a Senior Product Manager – Client Experience to lead the optimisation of the client retention journey across all key client-facing functions. This global-facing role focuses on improving the systems, workflows and tools that power scalable, high-impact client experiences across the client lifecycle. Partnering with the Product Manager for Client Activation and onboarding, this role is responsible for the next part of the clients' experience including engagement, service and retention. You will ensure that clients feel supported, secure and well-served over the long term. That means owning key experience infrastructure such as login and authentication, in-app and out-of-app notifications, and internal tools like CRM and support platforms. It is a CX leadership role that is not tied to any one system. Instead, it requires someone with the curiosity and rigour to evaluate and improve how all client-related platforms and processes perform. You will partner with product managers, the Chief Customer Officer, sales and growth teams, marketing, technology and client services to deliver an experience that drives loyalty and supports scale. What you do Client retention and experience infrastructure Lead product ownership for client authentication flows including login, password reset and session management Own client notification experiences including marketing, transactional and fraud-related messages delivered in-app, via SMS and email Ensure these foundational experiences are secure, scalable and improve trust and usability Internal tools that support external outcomes Evaluate how client support tools, CRM systems and internal processes enable high-quality service delivery Collaborate with the Chief Customer Officer, Client Services and Growth teams to improve the tools and workflows they use Ensure internal systems are used fit-for-purpose and aligned to modern CX standards Consistency across client-facing functions Work closely with the product manager for Activation to ensure a smooth client transition from onboarding to daily usage Collaborate with the UX team to ensure consistent design patterns and intuitive user journeys Partner with other product managers and regional teams to align workflows, data and experience Tool-agnostic platform optimisation Audit and improve the performance of tools across CRM, support, sales enablement and workflow orchestration Lead initiatives to ensure tools are used effectively, not just implemented Prioritise improvements that deliver measurable client and business value AI, automation and insights Identify opportunities to introduce automation and AI into support, notifications and operational workflows Partner with data and engineering teams to surface client insights and inform roadmap decisions Balance cost-to-serve with the quality and efficiency of the client experience What Success Looks Like Clients stay longer, engage more deeply and report higher satisfaction after onboarding Login, authentication and notification systems are secure, seamless and scalable Internal tools directly support client outcomes and enable high-performing support and commercial teams Cross-functional collaboration drives consistency and reduces platform silos AI and automation drive measurable improvements in both client experience and operational efficiency Qualifications What You Bring 7 years in product management with a focus on CX, support systems or customer infrastructure Experience optimising internal tools like CRM, support platforms or notification systems Ability to influence and align stakeholders including other product managers, the Chief Customer Officer and sales and growth teams Strong execution mindset and curiosity to deep dive into existing tooling, data and user flows Passion for continuous improvement and a client-first approach to product thinking Based in Sydney with a preference for in-office collaboration, while embracing flexible work-from-home arrangements Comfortable working across global time zones including early morning or late evening calls when required Additional Information Why Join Us Shape the future of client retention and experience at a global fintech Own and improve the core infrastructure that underpins trust, loyalty and long-term engagement Work across high-impact teams including Product, Technology, Sales, Growth, Marketing and Client Services Define and deliver the operational foundation for great client experiences at scale What it's like working at OFX We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction. We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges. Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning. Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter. Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs. Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome! Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX. A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture. Li-Hybrid At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at people.culture@ofx.com. We encourage you to apply if this role aligns with your career aspirations. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the OFX team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading product ownership Owning client notification experiences ️ Evaluating client support tools Key Strengths Product management Client experience Stakeholder management Curiosity Continuous improvement Global collaboration Why OFX is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with OFX not with Hatch.
