Growth Manager at Tyro

Growth Operations, Full-time, 55 Market St, Sydney, NSW sydney full-time
Posted a month ago

Why work for us

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

🎥 Take a look here what it's like to work at Tyro

About the role

We are seeking an experienced and proactive change manager to join the Growth Operations team.

As the Growth Readiness Manager, you will be responsible for driving and managing change as a results of strategic, operational and Growth driven projects, where there is an impact to our customers, partners and/or frontline staff.

Your primary goal will be to ensure the smooth transition and successful adoption of new processes, systems, and technologies, that enable us to scale sustainably with a strong focus on customer experience, employee engagement and adoption.

A natural problem solver, you possess excellent communication abilities, and a proven track record of implementing and embedding operational and strategic change programs. This experience and knowledge will be applied to a wide variety of change programs including new product and features releases, pricing, systems implementation, automation, remediation process improvement, and communications across sales and customer support teams.

You are a key member of Tyro’s incident response team, acting as a communication manager to all outages or service issues and the associated customer impact are managed and communicated appropriately.

What you'll do

Strategy and Planning

  • Work closely with a broad variety of Tyro stakeholder departments to gather and analyse change requirements, managing the business readiness deliverables related to projects, process and change
  • Anticipate potential points of resistance to change and develop specific plans to mitigate or address potential risks and issues that could influence the outcomes of change
  • Collaborate with project teams, stakeholders, and subject matter experts to assess the impact of change on the Growth department, identifying potential risks, challenges, and opportunities.
  • Leverage customer data and insights, provide input and recommendations into the quarterly planning cycle, ensuring Growth team capacity and capability to support the strategic roadmap deliverables.
  • Provide recommendations and improvement suggestions to our Growth Leadership team
  • Create change management plans appropriate to the complexity and scope required, including communication strategies, RCQ, training coordination, customer communications, knowledge management content and front line learning materials.
  • Stakeholder Engagement and Communication

  • Identify and engage key stakeholders across all levels of the business, building strong relationships and effectively communicating the rationale, benefits, and impact of operational changes. Act as a critical link between Growth teams, SDD, Engineering and Delivery teams
  • Develop and deliver clear, concise, and compelling customer and staff communication materials, including emails, presentations, timelines, briefing and FAQs, to keep stakeholders informed and engaged throughout the change process.
  • Conduct regular cadence of check in meetings, workshops, and “break it sessions” to address concerns, gather feedback, and promote a positive change culture.
  • Support Tyro's value of 'Wowing the Customer' by identifying new opportunities to improve operational excellence, productivity, business processes and service delivery, in conjunction with internal stakeholders.
  • Drive and manage projects and change to ensure new processes and ways of working are rolled out smoothly and embedded
  • Change Impact Assessment and Readiness

  • Conduct change impact assessments to identify potential operational, organisational, and cultural implications of the proposed changes.
  • Work closely with project teams and working groups to define and track key change readiness indicators, ensuring departmental readiness for the transition and adoption of new processes, systems, or technologies.
  • Change Execution and Support

  • Lead and facilitate change management activities, including change workshops, coaching sessions, and user acceptance testing, to support the successful implementation of operational projects.
  • Provide ongoing support and guidance to project teams and stakeholders, ensuring their understanding and commitment to the change initiatives.
  • Lead the design and deployment of customer communication programs required to support the operational components of the change.
  • Continuous Improvement and Evaluation

  • Continuously evaluate the effectiveness of change management strategies and tactics, identifying lessons learned and areas for improvement.
  • Collect and analyse data and feedback to measure the success of change initiatives, track key performance indicators, and report progress to project teams and senior management.
  • Proactively identify opportunities to enhance change management processes, tools, and methodologies, incorporating industry best practices and lessons learned.
  • Skills & experience

  • Change Management education or qualifications (preferred)
  • Tertiary experience in business or related discipline (desired)
  • Proven experience as a Change Manager, preferably with a focus on operational projects in a dynamic business environment with customer service and/or sales teams.
  • Solid understanding of change management principles, methodologies, and best practices, with a demonstrated ability to successfully implement and embed change initiatives.
  • Strong leadership and influencing skills, with the ability to build relationships, engage stakeholders, and guide teams through complex operational changes.
  • Excellent communication and presentation skills, with the ability to effectively convey complex concepts and engage diverse audiences.
  • Strong analytical and problem-solving skills, with the ability to assess the impact of change, anticipate risks, and develop mitigation strategies.
  • Experience in project management, with a working knowledge of project management methodologies and tools.
  • Proactive and adaptable mindset, with the ability to navigate ambiguity, embrace new technologies, and drive continuous improvement.
  • Ability to prioritise competing demands and balance the needs of our staff, our customers and our business
  • Thrives in working in ambiguous environments and bringing structure to the chaos
  • Perks & Benefits
    We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more!

    Our Story
    Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.

    Wow the Customer - We love our customers and we want them to love us too.
    Be Good - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.
    Commit to Greatness - We think big, move fast and dare to be different. We're always asking "what's next?"
    Stay Hungry - We ooze passion and determination and we play as a team to win.
    Win Together - We are a united team. With growth mindsets and without ego, we embrace diversity to collaborate, innovate and accelerate.

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    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.    

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