Senior Product Manager - Customer Experiences

Description

Be a part of shaping the future of Customer Experiences by leveraging innovative and leading-edge technologies through the power of AI-powered virtual assistants and intelligent routing.

Our team and what we’ll accomplish together

We’re on a journey to create the best-in-class Customer Experiences digital journeys. We manage a large scope of responsibility from strategic planning and operational execution to bringing forward-thinking ideas to life that drive beneficial outcomes with our partners and stakeholders.

We’re looking to simplify digital interactions, ensuring customers are getting the service/support they need in the channel they chose, as quickly and efficiently as they need it.

What you’ll do

As a valued member of our team, you’ll define the customer-facing conversational AI product strategy and customer experiences through the development and creation of a prioritized roadmap. Working with key stakeholders across the organization and assessing industry trends, you’ll partner with teams to understand business needs and design an efficient bot strategy that maximizes customer satisfaction and increases agent efficiency. As well as ensuring the system is scalable, adaptable and able to accommodate changing business needs over time.

• As the Senior Product Manager
  • Develop, prioritize and implement industry-leading the conversational AI product evolution from ideation to launch including strategies to maximize profit growth and improve customer experiences
  • Collaborate closely with internal/external partners and cross-functional teams to drive key metrics such as call containment, upsell and churn reduction through innovative product enhancements
  • Own key programs related to Virtual Assistants and Gen AI, rallying the team around improvement opportunities and providing transparency to leadership on the program’s performance and progress
  • Adept at building out a short and long-term roadmap, leveraging a test-and-learn approach to help inform it
  • Understand and stay up to date on industry, customer, regulatory and technology trends to inform the product strategy

Qualifications

Please note: This vacancy is open to candidates across Canada.

• 5+ years’ experience as a Product Manager or comparable role
• Proven track record of leveraging data-driven insights to inform decision-making and optimize program effectiveness
• Recognized for your ability to bring teams together to focus on goals, understand business goals and bring forward solid financial business cases
• An exceptional communicator, you manage ambiguity and simplify complex information, are able to write detailed feature stories, tell the story at all levels, and support your recommendations with data insights
• Able to effectively prioritize and execute tasks in a high-pressure environment

Great-to-haves

• Ability to take a structured approach to ambiguity, driving clarity for the team
• Knowledge of conversational and Gen AI would be an asset
• Agile Certification (LeSS, ACP, CSM, SAFe) or equivalent work experience
• A university degree or equivalent certification in business, engineering, science, marketing, or telecommunication and/or Masters of Business Administration (MBA) degree