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Hybrid (Melbourne) | Permanent Opportunity | Lead Production CRM Platforms

Bupa is seeking a highly capable Senior Product Owner – Production Support (HI CRM & International Corporate Partnerships Platforms) with a strong operational, customer and platform mindset to join our Health Insurance business. This is a critical permanent, full-time opportunity based in Melbourne (hybrid working).

In this senior role, you will have end-to-end ownership of in-production platforms supporting Health Insurance operations, including CRM (Microsoft Dynamics 365) and International Corporate Partnerships systems. Your focus will be on ensuring platform stability, prioritising production work, and driving continuous improvement—balancing customer experience, operational performance, risk, and commercial outcomes.

The Opportunity

Reporting to the General Manager, CRM Product Enablement, this role is accountable for the health, performance, and value delivery of live CRM and International Corporate Partnerships Platforms. You will act as the primary production support Product Owner, leading prioritisation, managing enterprise stakeholders, and ensuring platforms are reliable, scalable, and aligned to strategic priorities.

You will:

• Own and prioritise the enterprise production support backlog, enterprise production support backlog across CRM and International Corporate Partnerships Platforms, including incidents, defects, enhancements, and platform upgrades
• Lead prioritisation decisions, balancing customer impact, operational risk, compliance requirements, and business value
• Provide senior oversight of production incidents and defects, ensuring timely resolution, clear accountability, and transparent communication
• Partner closely with technology, delivery, and design teams to translate operational needs into clear, outcome-focused backlog items
• Engage and influence senior stakeholders across Health Insurance, Risk & Compliance, and Operations to align on priorities and trade-offs
• Drive identification of systemic issues and prioritise improvements to reduce repeat incidents and operational risk
• Maintain an enterprise view of platform health, advocating for strategic improvements, efficiency gains, and experience-led enhancements
• Ensure short-term production decisions align with long-term platform strategy and design integrity
• Represent production support product ownership in senior forums, demonstrating strong judgement and enterprise thinking

Enterprise Impact & Accountability

This role is critical in ensuring CRM and International Corporate Partnerships Platforms operate reliably and effectively across Health Insurance, enabling:

• Improved platform stability and reduced production incidents
• Faster, more effective incident resolution and reduced operational risk
• Enhanced customer and consultant experience across sales, service, and customer management
• Clear, prioritised and transparent decision-making across competing business demands
• Continuous improvement of platform performance, sustainability, and scalability

Success will be measured by platform stability, incident reduction, stakeholder alignment, and the ability to deliver meaningful business and customer outcomes.

About You

You are an experienced Product Owner or senior product professional with a strong background in operational environments and in-production platforms. You thrive in complex, fast-paced settings and bring a balance of strategic thinking and hands-on execution.

You will bring:

• Proven experience as a Product Owner or in a senior product role within complex, enterprise environments
• Strong experience managing in-production digital or CRM platforms (ideally Microsoft Dynamics 365)
• Demonstrated ability to prioritise and make decisions across competing enterprise demands
• Exceptional stakeholder engagement and influencing skills at senior leadership level
• Strong problem-solving capability, with experience managing incidents, defects, and operational risk
• Experience working in Agile or hybrid delivery environments alongside technology teams
• Ability to operate with autonomy, make decisions under ambiguity, and lead through high-pressure situations
• A customer-first mindset, with the ability to balance experience, operational efficiency, risk, and commercial outcomes

Qualifications:

• Tertiary qualification in Business, Technology, or related discipline (or equivalent experience)
• Experience with CRM ecosystems (Microsoft Dynamics 365 preferred)
• Exposure to integration-heavy, multi-platform environments highly regarded

Why This Role Matters

This role sits at the heart of Bupa’s Health Insurance operations, ensuring critical platforms remain stable, effective, and continuously improving. You will influence how our people and customers interact with core systems, playing a key role in shaping the future of our CRM and operational platforms.

Why Join Bupa

• Hybrid working model (Melbourne)
• Fully subsidised Bupa health insurance
• Additional annual wellbeing day and paid volunteer leave
• Access to global wellbeing programs and lifestyle discounts
• Opportunity to work on high-impact, enterprise-wide platforms and initiatives

Our Commitment

Bupa values diversity, inclusion, and fair outcomes for customers. We encourage applications from all backgrounds, including First Nations peoples, veterans, people with disabilities, and LGBTQIA+ communities. Adjustments during the recruitment process can be supported.