Who We're Looking For
Product Owner for the Customer Intent Engine Calgary, Montreal, Vancouver or Greater Toronto Area Location. What You'll Do
- Lead the Product Management of the Customer Intent Engine across digital platforms, including websites, mobile apps, virtual agents, agent facing tools and third-party integrations.
- Drive the development of the CIE platform to support multiple Product Squads in a Hub \& Spoke model.
- Lead opportunity gathering sessions with cross-functional teams using various methodologies, both in-person and virtual settings.
- Create a Strategic roadmap for maturing personalization from propensity models \& segmentations to 1:1 personalization in real-time.
- Drive the ideation, design, delivery, and continuous improvement of personalization features.
- Work alongside Data Scientists \& Machine Learning Engineers in a collaborative environment to plan and launch features, measure performance, and iterate to meet key performance indicators (KPIs).
- Define the strategy and roadmap for the Customer Intent Engine to improve customer experience and business outcomes.
- Collaborate with cross-functional teams to ensure alignment with portfolio strategy and product roadmaps.
- Integrate the predictive customer intent model into the overall digital customer experience ecosystem.
- Identify, evaluate, and manage digital business development opportunities to integrate projects into digital platforms.
- Oversee daily digital operations of the Customer Intent Engine, including issue investigation and resolution.
What You Need To Succeed
- Expertise in Digital value creation \& improving Customer Experience / CXM
- Expertise in facilitating discussion to drive consensus amongst team members from various disciplines
- Expertise in Machine Learning models, particularly in predictive customer intent
- Experience developing and managing digital capabilities in agile and hybrid methodology environments.
- Strong experience in improving KPIs and achieving targets in cross-sell/up-sell, retention/churn improvement and self-service adoption.
- Obsession with delivering high-quality products to market in a timely manner.
- Experience with optimization, continuous improvement, continuous integration, and value creation.
- Proficiency in problem identification tools such as 5-why analysis, fishbone diagrams, and Pareto charts.
- Collaborative ability to elevate projects and ideas that are not your own.
- Curiosity to be resourceful and inventive in tackling complex challenges.
- Ability to solicit alternative ideas and perspectives to understand the "why" and not just the "what."
- Ability to prioritize value over output as a way to manage leadership expectations
- Expertise in presenting ideas, business rationale, and trade-off implications to executive audiences.
- Results-oriented team player who leads by example and holds themselves accountable for performance.
What You Bring
- Bachelor's degree in Computer Science, Engineering, Business, or a related field.
- 5+ years of product management experience, preferably with AI, machine learning, or virtual assistant technologies.
- Proven track record of managing all aspects of a successful product lifecycle with delivery in Agile \& traditional methodologies
- Strong knowledge of natural language processing (NLP) or conversational interfaces.
- Experience working in Agile/Scrum environments and using tools like Jira, Confluence, and product analytics platforms.
- Excellent communication, presentation, and organizational skills.
- Ability to think strategically while maintaining attention to detail.
- Experience with data-driven decision-making and experimentation to optimize product features.
What's in it for you?
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Competitive salary \& annual bonus
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Competitive \& flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
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Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
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Paid time off for volunteering
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Company matching contributions to charities you support
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Growth \& Development Opportunities:
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My Path: self-driven career development program
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Rogers First: priority in applying to internal roles of interest
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Wellness Programs:
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Homewood employee \& family assistance program
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Cognitive Behavioural Therapy (CBT) \& Virtual therapy sessions
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Low or no-cost fitness membership with access to virtual classes
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Our commitment to the environment and diversity:
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Work for an organization committed to environmental protection
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Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.
To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.
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