Technical Product Manager - Wholesale Services, Smart Communities & New Developments

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Our Product unit guides every step of the lifecycle of our products. We are responsible for product development, launch, and ongoing optimisation through a balance of internal capability, market demand, partner and end-user advocacy, and commercial outcomes. This role works closely with Service Delivery, Network Operations, and developer-facing stakeholders to deliver repeatable propositions for developers, strata, retail service providers, and channel partners.

Role Purpose

The Technical Product Manager is accountable for defining, delivering, and optimising Smart Communities internet services and value-added services for new development Multi-Dwelling and Single-Dwelling environments. You will own the wholesale products, including proposition, experience, and performance for Smart Communities internet and value-added services (managed Wi-Fi and smart building enablement), from pre-connect readiness through to handover to BAU operations.

Key Responsibilities

1.Own the wholesale Smart Communities roadmap and define partner-ready propositions for Smart Communities and New Developments

• Define the product roadmap for Smart Communities services (e.g. fibre broadband, managed Wi-Fi, IoT connectivity, smart building integrations, and digital platforms) across wholesale and new development use cases.
• Own proposition design, including service definitions, target segments, inclusions and exclusions, operating assumptions, and commercial inputs.
• Identify emerging opportunities in urban digital infrastructure, developer services, and wholesale access models.
• Establish clear decision forums and artefacts (business cases, requirements, solution options, operational models, partner enablement materials, and KPIs).
• Drive cross-functional alignment so initiatives transition smoothly from delivery into BAU operations, with clear ownership and support boundaries.

2.Design and continuously improve end-to-end partner, developer and service lifecycle journeys for Smart Communities

• Design integrated products combining: Fibre + wireless connectivity, IoT platforms (smart sensors, utilities, security) and Smart building systems (BMS, access control, CCTV)
• Develop technical specifications and ensure alignment with industry frameworks and standards.
• Provide clear inputs to systems and engineering teams to enable architecture (cloud, IoT, data platforms) design.
• Run customer pilots/POCs and transition successful pilots into BAU operations, including defining SLAs/OLAs and support models.
• Document end-to-end journeys and process maps (as-is/to-be) across all target groups, including controls, assumptions, and dependencies.
• Ensure the operational model is signed off by Network Ops, Service Delivery, and Customer Care (including escalation paths).
• Conduct quarterly service performance reviews with actions to improve conversion, activation success, MTTR, NPS, and attach rate.

3.Lead cross-functional change, launch readiness and stakeholder alignment for wholesale products into Smart Communities initiatives

• Plan and execute change management for launches across wholesale RSPs, Service Delivery, Customer Care, and Network Operations, including training and communications.
• Ensure launch readiness and release governance sessions; ensure risks/issues are owned, mitigations are funded, and cutover/hypercare is resourced.
• Engage developer/building management stakeholders and wholesale partners as needed to ensure readiness, customer communications, and smooth transition to BAU support.
• Develop partner enablement artefacts such as service guides, qualification rules, ordering requirements, and escalation models to ensure predictable delivery and stakeholder alignment.
• Provide post-launch adoption and service health reporting demonstrating achievement against agreed KPIs (activation success, NPS, MTTR, attach rate).

Qualifications and Experience

• 8+ years’ experience in technical product management and/or product delivery within telecommunications, ISP, managed Wi-Fi, smart building technology, wholesale connectivity, or adjacent digital infrastructure platforms.
• Strong product judgement, partner and end-user focus, and the ability to lead through ambiguity, with excellent stakeholder engagement, disciplined delivery governance, and a continuous improvement mindset.
• Wholesale product experience: demonstrated experience managing wholesale or channel-enabled telecommunications products, including product constructs, partner onboarding, service qualification, activation, assurance models, and operational handoffs.
• Internet services domain knowledge: strong understanding of broadband services and lifecycle (qualification → order → provision → assurance), CPE/ONT concepts, and common fault scenarios.
• MDU/SDU and new development delivery experience: experience delivering connectivity into new developments, including in-building infrastructure considerations, site readiness, practical completion, handover, and developer/strata engagement.
• Managed Wi-Fi expertise: Wi-Fi architecture and operations (mesh/gateway, SSIDs/VLANs, captive portal/onboarding, remote management, firmware lifecycle, diagnostics, performance analytics).
• Smart building / IoT integration: experience integrating connectivity with building systems (BMS/smart building platforms), understanding integration patterns (APIs, eventing), and secure-by-design principles.
• Commercial and contract acumen: ability to shape product constructs, SLAs/OLAs, responsibilities, inclusions/exclusions, service definitions, risk controls, and partner terms in collaboration with Commercial and Legal teams.
• Developer and partner stakeholder management: confident engaging developers, builders, strata, retail service providers, internal wholesale stakeholders, and operational teams to align commercial and technical outcomes.
• Data & metrics: ability to define and use KPIs, dashboards, and partner or customer feedback to drive prioritisation and continuous improvement.

On Offer

• Free Home Broadband

• Free Mobile SIM plan

• Flexibility – 3 days/week in the office

• Lunch on Wednesdays, snacks, donuts and more!

• Diverse and inclusive culture

• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.