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About the Role
We are seeking an experienced Product Owner, Digital Customer Support to define and execute the roadmap for our digital support platforms. This role will lead the evolution of customer self-service capabilities, conversational AI experiences, and knowledge management solutions to improve customer experience, increase self-service adoption, and reduce support effort. The successful candidate will own the strategy, roadmap, and delivery of digital support products, including chatbots, virtual assistants, self-service journeys, knowledge management platforms, and emerging AI capabilities. This role combines product management, vendor management, AI innovation, and customer experience leadership.
Responsibilities
- Develop and execute the roadmap for digital customer support capabilities, aligning priorities with customer experience, operational efficiency, and business objectives.
- Own and optimize customer self-service experiences across digital channels, identifying opportunities to automate high-volume support journeys and improve customer outcomes.
- Lead the strategy, performance, and continuous improvement of chatbot and virtual assistant solutions, leveraging analytics and customer insights to enhance effectiveness.
- Evaluate, implement, and launch AI-powered support capabilities, ensuring compliance with governance, risk, security, and responsible AI standards.
- Own the strategy, governance, and lifecycle of knowledge management platforms and content, ensuring information is accurate, relevant, searchable, and accessible.
- Manage relationships with chatbot, AI, and knowledge management vendors, including performance management, roadmap planning, and technology evaluations.
- Partner with Customer Support, Operations, Technology, Customer Experience, Product, Marketing, Compliance, Risk, and Data teams to deliver product initiatives and improvements.
- Define success metrics, measure business impact, and communicate product performance, priorities, and outcomes to senior leadership.
Requirements
- 5+ years of product management or product ownership experience.
- Experience managing customer-facing digital products.
- Experience with chatbots, conversational AI, self-service platforms, or digital support solutions.
- Experience managing third-party technology vendors.
- Experience translating business challenges into scalable product solutions.
- Experience working in Agile delivery environments.
- Experience in payments, financial services, fintech, banking, or customer service operations.
- Experience implementing knowledge management platforms such as Guru, Coveo, Salesforce Knowledge, Zendesk Guide, ServiceNow Knowledge Management, Bloomfire, or similar solutions.
- Experience with conversational AI platforms such as Ada, Microsoft Copilot Studio, Cognigy, Kore.ai, IBM Watson, Salesforce Agentforce, Google Dialogflow, or similar technologies.
- Familiarity with large language models (LLMs), generative AI, and responsible AI practices.
- Experience with customer journey mapping and service design.
Skills
- Product Management
- Product Ownership
- Digital Products
- Chatbots
- Conversational AI
- Self-Service Platforms
- Digital Support Solutions
- Vendor Management
- Agile Delivery
- Knowledge Management Platforms
- Generative AI
- Responsible AI Practices
- Customer Journey Mapping
- Service Design
Location
- Toronto
Work Type
- Hybrid
Experience Level
- 5+ years
Education Level
- Certified Scrum Product Owner (CSPO) or similar certification
Salary/Compensations
- $115,000 - $136,000
Benefits
- Comprehensive Total Rewards Program
- Performance-based bonuses
- Flexible benefits starting from day one
- Choice of a health spending account (HSA) or personal spending account (PSA)
- Retirement planning support
- Profit-sharing programs including company match
- Defined contribution pension plan
- Growth & development opportunities
- Unlimited access to Coursera
- Mentorship programs
- Internal gig marketplace
- Holistic wellness support
- Employee & Family Assistance Program
- 24/7 virtual healthcare
- Workplace wellness initiatives
- Hybrid work arrangements
- Work from Abroad program
- Paid time off programs
- Recognition and rewards
- Company-wide recognition programs
- Exclusive banking perks from RBC & BMO
- Access to great employee discounts
About the Company
- Moneris is a leader in the digital payments space.
Equal Opportunity
- We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.
- We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.