Job Description

Senior Product Manager – Customer Experience

We’re looking for a Senior Product Manager to join our customer experience squad, owning the end-to-end journey across web and mobile for our core customers. This is a hands-on individual contributor role - no people management, but plenty of scope and autonomy to shape how we deliver value at scale.

What you’ll do

• Own the customer experience from acquisition through lifecycle, ensuring every touchpoint adds core value to their customers

• Frame and drive solutions in ambiguous, complex problem spaces, bringing clarity and direction to the squad

• Balance customer insight, data, and commercial impact to set a clear product direction

• Collaborate closely with design, engineering, growth, and operations teams to bring digital and physical product experiences together

• Help shape long-term bets at a company level while ensuring your squad is executing on initiatives that deliver measurable customer impact

What we’re looking for

• Proven experience as a PM in B2C, D2C, or marketplace products, with a track record of shaping core consumer value (not enablement or back-end systems)

• Ability to thrive in ambiguous environments: framing problems, setting direction, and driving outcomes without waiting for instruction

• Strong critical and systems thinking - able to see the bigger picture while making pragmatic, customer-centric decisions

• Evidence-led decision making: comfortable testing hypotheses, running discovery, and combining data + customer insights

• Clear, confident communication that builds trust across teams and stakeholders

• Excitement about working in a scale-up that blends physical products with digital experiences, and the unique challenges that come with that

Why join

• Work at one of Australia’s most exciting scale-ups, already experiencing hockey-stick growth in a mission-driven category

• Solve problems that are defensible, complex, and can’t be disrupted by a quick AI tool - combining digital experiences with physical production and logistics

• Shape the core customer journey for a product people genuinely love and that’s making a tangible difference

• Hybrid working: the team values collaboration in-person but balances that with flexibility

• Competitive salary ($170–180k) + equity

If you feel like you're suitable for this role apply here and/or email your resume to tania@theonset.com.au. You need to be on the ground in Australia, ideally with full working rights. Sponsorship is potentially available for certain candidates.