Senior Director, Product

Overview

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example:
If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Sr. Director, Product leads Coates’ overall Product function, providing unified leadership across Product Discovery and Product Delivery. This role partners closely with the client, Account Management, Engineering, and Delivery leadership to ensure client needs are effectively translated into high-quality, development-ready solutions and delivered through consistent, well-executed product lifecycle practices. Additionally, this leader is accountable for the performance, operational excellence, and continuous improvement of Coates’ end-to-end Product organization, from feature intake through refinement, release readiness, and client adoption.

• Lead and develop the Product organization, including direct management of the Sr. Manager, Product Discovery and Director, Product Delivery
• Own the overall effectiveness of Coates’ Product operating model, ensuring strong alignment and execution across Discovery, Design, Refinement, and Delivery support activities
• Partner with the client and Account Management to understand business priorities, influence roadmap direction, and ensure Coates’ product efforts align with evolving client needs
• Establish and enforce consistent standards for intake quality, requirements definition, solution design, and story readiness to support predictable delivery outcomes
• Provide executive oversight for cross-functional collaboration between Product, Engineering, Delivery, and Design to ensure feasibility, sequencing, and execution alignment
• Ensure smooth and accountable handoffs between Product Discovery and Product Delivery, minimizing gaps and improving throughput from request to implementation
• Maintain strong expertise in Coates’ product and solution capabilities, serving as a senior client-facing leader and internal escalation point for product-related topics
• Develop organizational insight into the client’s technology ecosystem, ensuring Coates’ solutions integrate effectively and scale with client needs
• Drive continuous improvement across Product practices, downstream quality, incident learnings, and the overall customer experience
• Oversee talent development, team capacity planning, organizational structure, and budget to ensure Product is appropriately resourced to meet delivery commitments
• Support client-facing adoption and engagement activities as needed, including participation in key demos, release milestones, and strategic product discussions

• Product Organization Leadership
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