3-5+ years in product ownership or customer-facing technology roles.
Bachelor's degree in Computer Science, Information Systems, or related field.
Experience with customer-facing AI or automation products is a strong asset.
Strong analytical skills for data-driven product decisions.
Experience in Agile environments, particularly Scrum.
Excellent communication and stakeholder management skills.
Ability to manage competing priorities and drive outcomes.
Familiarity with analytics tools like GA4 or Power BI is a plus.
Knowledge of conversational AI and IVR/contact-center journeys is beneficial.
Hands-on experience with conversational AI platforms is a strong asset.
Responsibilities
Shape and maintain the product vision and roadmap for Conversational AI.
Translate customer and business needs into clear product requirements.
Own product prioritization and make trade-offs for optimal outcomes.
Establish and monitor product KPIs to identify improvement opportunities.
Analyze AI conversations and feedback to drive continuous improvement.
Collaborate with cross-functional teams to deliver AI experiences responsibly.
Lead product readiness for launches and monitor post-launch performance.
Benefits
Comprehensive health and wellness benefits.
Opportunities for professional development and training.
Flexible work arrangements to support work-life balance.
Employee assistance programs for mental health support.
Potential for performance-based incentives.
Full Job Description
Role: Digital Product Owner, Conversational AI
Status: Regular, Full-Time
Reports to: Director, Digital Customer Experience
Department: Customer Experience
Location: Markham, ON
Compensation: $74,817 - $118,211
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Summary:
The Digital Product Owner, Conversational AI is responsible for shaping and driving the strategy, roadmap, customer experience, performance and continuous evolution of Enercare's conversational AI products, in partnership with the Director, Digital Customer Experience. This role serves as the primary business owner for current and future AI-powered customer interactions across outbound and inbound channels.
Responsibilities:
Shape and maintain the Conversational AI product vision, roadmap, objectives and prioritized backlog in partnership with the Director, Digital Customer Experience.
Translate customer, business and operational problems into clear product outcomes, requirements and acceptance criteria.
Own product prioritization and make trade-offs across customer value, business benefits, risk, operational impact and delivery effort.
Establish and monitor product KPIs and business targets; use performance data to identify opportunities and diagnose underperformance.
Analyze AI conversations, customer and agent feedback, complaints, transfers, containment, conversion and failure reasons to identify opportunities and drive continuous improvement.
Partner with Technology, Operations, WFM/Planning, Legal, Privacy, Security, Marketing and vendors to deliver and operate AI experiences responsibly.
Guide improvements to conversation design, business rules, escalation paths, automation controls and supporting capabilities.
Lead product readiness for launches and material changes, including business readiness, measurement, risks, dependencies and post-launch monitoring.
Maintain visibility of benefits realization and ensure roadmap decisions remain connected to intended business outcomes.
Communicate product performance, priorities, risks and decisions clearly to leadership and delivery teams.
Provide occasional after-hours support when required for production incidents, outages or production releases.
Qualifications
3-5+ years of experience in product ownership, product management, or customer-facing technology roles.
Bachelor's degree in Computer Science, Information Systems, Software Engineering, Business/Data Analytics or similar field.
Experience designing, launching or continuously improving customer-facing AI, conversational AI, virtual agent or automation products in production is a strong asset.
Strong analytical skills and experience using data, customer behaviour and qualitative feedback to make product decisions.
Experience working in Agile environments (Scrum required; Scaled Agile is an asset).
Strong communication, stakeholder management and cross-functional collaboration skills.
Ability to manage competing priorities, make clear trade-offs and drive delivery outcomes.
Familiarity with analytics tools (e.g., GA4, Application Insights, Power BI) is an asset.
Working knowledge of conversational AI, IVR/contact-centre journeys, APIs and integrations is an asset.
Hands-on experience with conversational AI platforms, voice AI tools or AI agent development suites (e.g., Bland AI, ElevenLabs, Vapi, Retell AI or equivalent) is a strong asset.
Understanding of responsible AI, customer privacy, security and the risks associated with customer-facing AI experiences is an asset.
