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About the Role
The Product Owner, Contact Center Pod is responsible for defining, prioritizing, and delivering capabilities that enhance customer and advisor experiences across Momentum's contact center ecosystem. This role translates customer, business, operational, regulatory, and technology requirements into a prioritized backlog that drives measurable business outcomes, requiring strong product management expertise and practical knowledge of contact center operations, CCaaS platforms, CRM integrations, AI-enabled servicing, and omnichannel customer engagement.
Responsibilities
- Own and communicate the Contact Center Pod vision, roadmap, priorities, and measurable outcomes.
- Align initiatives to customer journeys, business goals, and enterprise strategy.
- Create, maintain, and prioritize the product backlog based on customer value, business impact, risk, operational benefit, and delivery capacity.
- Define epics, features, user stories, and acceptance criteria.
- Serve as the primary decision-maker for backlog prioritization.
- Participate in sprint planning, backlog refinement, reviews, and retrospectives.
- Validate delivered functionality and ensure business requirements are met.
- Collaborate with Contact Center Operations, Technology, Compliance, Risk, Architecture, and Business stakeholders to align priorities and delivery outcomes.
- Drive evolution of omnichannel servicing capabilities, AI, automation, digital channels, CRM integrations, workforce enablement, and customer.
Requirements
- 5+ years of experience in Product Ownership, Product Management, Business Analysis, or related roles.
- Demonstrated experience working within Agile delivery frameworks and cross-functional teams.
- Proven experience prioritizing and managing product backlogs in complex business environments.
- Strong understanding of contact center operations, customer service delivery, advisor workflows, service metrics, and customer journey management.
- Experience supporting or delivering Contact Center technologies, including CCaaS platforms, omnichannel servicing capabilities, intelligent routing, workforce optimization, CRM integrations, and digital channels.
- Strong ability to communicate, influence, and align multiple stakeholder groups.
- Familiarity with cloud-native contact center architectures and AWS services is considered a strong asset.
Skills
- Product management expertise
- Contact center operations
- CCaaS platforms
- CRM integrations
- AI-enabled servicing
- Omnichannel customer engagement
- Agile delivery
- Stakeholder engagement
- Cloud-native contact center architectures
- AWS services
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- 5+ years of experience
Education Level
- Bachelor's degree in business, Information Technology, Computer Science, Engineering, or a related discipline.
- Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager, Agile Certification, or equivalent.
Salary/Compensations
- C$ 110,000 to C$ 120,000
Benefits
- Discretionary annual bonus based on individual performance and company success.
- Health and dental plans with 100% of the premiums covered.
- Employee Assistance Program.
- Retirement savings options.
- Reimbursement for tuition assistance and professional development.
- Discounts through Perkopolis.
- Rewards and recognition programs.
About the Company
- Momentum Financial Services Group helps people move forward by reimagining how money works for those who need it most.
- With more than 40 years of experience, MFSG is the team behind Money Mart—Canada’s largest non-bank branch network—and a leader in financial solutions for underserved communities.
- MFSG powers products, technology, and operations for short-term loans, money transfers, and prepaid cards, connecting over a million customers a year to the money they need.
- MFSG fosters collaboration across teams to create solutions that remove barriers and provide access to money.
- MFSG is committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology.
- MFSG takes a proactive approach to ensuring that any AI or data-driven systems are safe, fair, and accountable, aligned with Canada’s Artificial Intelligence and Data Act (AIDA).
- MFSG prioritizes strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals.
- MFSG focuses on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.
Equal Opportunity
- MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process.
- If you require accommodation, MFSG will work with you to determine how to meet your needs.