Senior Product Solutions Manager

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 Senior Product Solutions Manager partners closely with customers and internal teams to lead complex Discovery efforts and flesh-out business challenges into well-defined, feasible software enhancement requests and solution options. This role leads Intake, Discovery, and Solution Exploration for higher-impact requests, ensuring enhancement requests are clearly understood, appropriately prioritized, and ready for detailed Design and Refinement. By collaborating with Engineering and Product Design, the Senior Product Solutions Manager helps shape solution approaches, assess feasibility, and contribute to estimates while maintaining a strong focus on customer value and product quality. Following delivery, the role supports validation, adoption, and effective client communication throughout the release lifecycle.

Responsibilities

• Partner with customers to understand complex business workflows, pain points, and enhancement requests, translating them into clear, actionable solution inputs
• Lead the intake and qualification of higher-impact customer requests, influencing prioritization through clear articulation of value, complexity, and delivery considerations
• Facilitate advanced Discovery activities with customers to define use cases, intended usage, and user acceptance criteria for complex or ambiguous initiatives
• Collaborate closely with Engineering and Product Design to explore solution options, assess feasibility, identify trade-offs, and contribute to solution recommendations and high-level estimates
• Ensure Discovery outputs are thorough, consistent, and ready for hand-over to Product Owners and Delivery teams, supporting effective refinement and build planning
• Perform and support user acceptance testing for complex features, validating delivered functionality and coordinating resolution of issues identified during UAT
• Lead or support client-facing release demos and communications for higher-complexity releases, clearly explaining functionality and usage considerations
• Act as a subject-matter expert on Coates’ product and solution capabilities, providing guidance and informal mentorship to Product Solutions Managers and cross-functional partners
• Develop a strong understanding of client technology ecosystems and usage patterns, identifying opportunities to improve solution consistency and reuse
• Partner closely with Account Management to support client conversations around product capabilities, solution options, and adoption considerations
• Identify and suggest improvements to intake quality, discovery practices, and cross-team collaboration

Capabilities

• Execution Focus:  Executes engagement strategies effectively by managing multiple tasks, coordinating efforts across teams, and delivering tasks and projects on time for McDonald’s.
• Collaboration & Communication:  Facilitates cross-functional collaboration with Product Delivery, Engineering, Delivery, & Account Management teams. Communicates McDonald’s priorities clearly to all teams, ensuring alignment.
• Client-Centric Approach:  Understands and anticipates McDona