Product Owner, Self Serve & Support

Role overview

Product strategy and delivery

• Own product strategy and roadmaps for digital support, onboarding, and self-service; align priorities across business and digital roadmaps.
• Lead initiatives from intake and discovery through design, build, and launch readiness; translate requirements into journeys, AI use cases, scope, and guardrails.
• Partner with Web, App, Search, and AI teams on integrated journeys and channel handoffs.
• Launch features, measure performance, and iterate against cost, adoption, revenue, and churn KPIs.
• Improve customer journeys for onboarding, account management, billing, troubleshooting, plan changes, and support.
• Define support metrics and use search and AI discovery to help customers find answers, complete tasks, and receive personalized conversational support.
• Align stakeholders on priorities and delivery decisions; communicate customer impact and trade-offs and address experience, adoption, and operating-cost risks.

What you bring

• 3+ years of hands-on product ownership or product management experience with customer-facing digital products.
• Experience delivering digital self-service, support, onboarding, account management, or conversational support at scale.
• Understanding of support UX, accessibility, personalization, content management, analytics, experimentation, A/B testing, search, information architecture, and AI-powered discovery.
• Experience managing the product lifecycle and working in Agile, hybrid, and traditional delivery models.
• Structured problem-solving skills, including methods such as 5 Whys, root cause analysis, and Pareto analysis.
• Strong communication, presentation, organization, execution, and cross-functional influence.
• Bachelor's degree in Computer Science, Engineering, Business, or a related field; a postgraduate or advanced degree is an asset.

Schedule and employment

• Schedule is full time; the position is a regular role with no applicable contract length.
• Day shift.

Workplace and travel

• Corporate employees are expected to work onsite at 1 Mount Pleasant, Toronto, Ontario.
• Travel requirements are up to 10%.

Benefits and resources

• Benefits include health and dental coverage, pension, RRSP, TFSA and stock matching, paid volunteer time, employee discounts, development programs, and wellness resources.
• The employer describes commitments to environmental protection, diversity, inclusion, and employee resource groups.

Employment screening

• A criminal background check is required; a credit check and driver's abstract may be required depending on the role.