Product Owner, Self Serve & Support
Role Overview
Shape customer support experiences across Web, App, Search, and AI channels.
Partner with product, engineering, IT, UXD, customer experience, and business stakeholders to improve satisfaction, digital adoption, and business outcomes.
Key Skills for This Role
Full Job Posting
Role overview
Shape customer support experiences across Web, App, Search, and AI channels.
Partner with product, engineering, IT, UXD, customer experience, and business stakeholders to improve satisfaction, digital adoption, and business outcomes.
Product strategy and delivery
- Own the strategy and roadmap for digital support, onboarding, and self-service; align business and digital priorities.
- Lead initiatives from intake, discovery, design, and build through launch readiness.
- Translate business requirements into journeys, AI use cases, scope, guardrails, and cross-channel impacts.
- Launch features, track KPIs, and iterate against cost optimization, adoption, revenue, and churn reduction.
Customer experience and stakeholder work
- Improve onboarding, account management, billing, troubleshooting, plan-change, and support journeys.
- Use search and AI-driven discovery to help customers find answers, complete tasks, and access personalized conversational support.
- Define support metrics with Search and AI teams; align stakeholders and address risks to customer experience, adoption, and operating cost.
Qualifications
- At least 3 years of hands-on product ownership or management experience with customer-facing digital products.
- Experience delivering scaled digital self-service, support, onboarding, account management, or conversational support.
- Knowledge of support UX, accessibility, personalization, content management, analytics, experimentation, and A/B testing.
- Familiarity with search, information architecture, AI-powered discovery, and conversational experiences.
- Experience with the full product lifecycle and Agile, hybrid, and traditional delivery models.
- Structured problem-solving skills, strong communication and presentation, organization, influence, execution discipline, and accountability.
- Bachelor’s degree in Computer Science, Engineering, Business, or a related field; postgraduate or advanced degree is an asset.
- Candidates must clear a criminal background check; a credit check and driver’s abstract may be required depending on the role.
Schedule and location
- Regular full-time, day-shift position at the 1 Mount Pleasant work location in Toronto.
- Corporate employees are expected to work onsite.
- Travel requirements are up to 10%.
Benefits and development
- Benefits include health and dental coverage, pension, RRSP, TFSA, and stock matching programs.
- Perks include discounts, paid volunteering time, charitable matching, career development, wellness programs, and virtual healthcare.
Hiring process
A pre-employment background check is conducted; candidates must clear a Canadian criminal record check.
The employer describes its commitment to environmental protection, diversity, inclusion, and workplace accommodation.
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