Co-Own the customer channels product vision, roadmap
Define and own the product vision and roadmap for all customer channels in partnership with the Senior Product Manager, including: Customer portal for order creation and shipment visibility, Standardizing, simplifying and streamlining our customer-facing system integrations, Digital service interactions that reduce manual effort
Guide prioritisation between new capability, platform health, regulatory and security requirements, and long-term transformation initiatives.
Ensure investment in legacy platforms is intentional, time-bound, and aligned to future state plans.
Support annual and multi-year planning by providing clear recommendations on where to invest, defer, or stop initiatives.
Lead major platform evolution
Play a key role in re-platforming our existing customer portal and delivering a China-specific customer portal
Actively drive the shift away from manual interactions and workarounds towards digital self-service

Bachelor’s degree in Business, Information Systems, Technology, Engineering or a related field, or equivalent practical experience
Ownership of product vision, roadmap, and delivery in agile environments
Experience with customer-facing technology such as portals, integrations, and self-service solutions that simplify complex workflows
Experience leading platform migrations or major re-platforming modernization initiatives
Exposure to AI-enabled customer experiences is a strong plus
Experience working across regions (including China) is highly valuable
Formal training or qualifications in product management, digital strategy, or technology leadership , such as SAFe Lean Portfolio Management
Proven experience leading strategy, roadmaps and prioritization, including making investment and funding trade-offs across competing initiatives and across multiple customer-facing products.
Adept use of insight and data to continually refine strategy, prioritisation, and investment decisions.
Experience operating in large, global, and matrixed organisations, with exposure to regional or market-specific requirements.
Experience overseeing or working closely with external delivery partners and suppliers, ensuring alignment to internal strategy and operating models.
Certifications are useful — but product judgement, customer empathy, and delivery leadership matter most.

Flexible and hybrid working arrangements apply in line with World Courier policies

Product Group Manager – Customer Engagement

Key skills