5+ years of experience in Product Ownership, Product Management, or Business Analysis.
Demonstrated experience in Agile delivery frameworks and cross-functional teams.
Proven ability to prioritize and manage product backlogs in complex environments.
Strong understanding of contact center operations and customer journey management.
Experience with CCaaS platforms and omnichannel servicing capabilities.
Preferred background in banking, insurance, or regulated industries.
Strong communication and stakeholder alignment skills.
Responsibilities
Own and communicate the Contact Center Pod vision and roadmap.
Create and prioritize the product backlog based on customer value and business impact.
Lead Agile delivery, participating in sprint planning and backlog refinement.
Collaborate with various stakeholders to align priorities and outcomes.
Drive the evolution of omnichannel servicing and AI capabilities.
Benefits
Opportunity to work in a dynamic and evolving contact center ecosystem.
Engagement with cutting-edge technologies like AI and CRM integrations.
Collaboration with diverse teams across the organization.
Focus on enhancing customer and advisor experiences.
Support for professional development and certifications.
Full Job Description
Please note: The salary range for this position is between C$ 110, 000 to C$ 120,000
The Job - Product Owner, Contact Center Pod
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. Working within a journey-based operating model, the Product Owner translates customer, business, operational, regulatory, and technology requirements into a prioritized backlog that drives measurable business outcomes. This role requires strong product management expertise combined with practical knowledge of contact center operations, CCaaS platforms, CRM integrations, AI-enabled servicing, and omnichannel customer engagement.
What You'll Do
Product Strategy & Vision - Own and communicate the Contact Center Pod vision, roadmap, priorities, and measurable outcomes. Align initiatives to customer journeys, business goals, and enterprise strategy.
Backlog Management & Prioritization - 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
Agile Delivery Leadership - 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.
Stakeholder Engagement - Collaborate with Contact Center Operations, Technology, Compliance, Risk, Architecture, and Business stakeholders to align priorities and delivery outcomes.
Contact Center Technology & Transformation - Drive evolution of omnichannel servicing capabilities, AI, automation, digital channels, CRM integrations, workforce enablement, and customer
What You'll Bring to the Table
Champion customer and advisor experience in all product decisions and prioritization activities.
Leverage operational metrics and service performance data to identify and address friction points.
Build strong partnerships across business, operational, and technology teams.
Support successful implementation and adoption of new capabilities and processes.
Balance long-term roadmap outcomes with immediate delivery commitments and business priorities.
Places customer and advisor outcomes at the center of decision-making.
Delivers measurable outcomes through disciplined product management practices.
Drives alignment across diverse stakeholder groups.
Builds trusted relationships with operational and technology teams.
Adjusts priorities and plans in response to changing business needs.
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.
Experience within banking, insurance, wealth management, or another regulated industry preferred.
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.
Nice to Have
Education + Experience
Bachelor's degree in business, Information Technology, Computer Science, Engineering, or a related discipline.
There has never been a better time to join the global team at Momentum Financial Services Group—the leading force in innovative financial solutions.
Work You’ll Do
Join Momentum Financial Services Group's market-leading team to assist some of the most prestigious companies in mastering their financial strategies and operations.
Transform financial management and industry standards with the brightest minds at Momentum Financial Services Group. This is where technology, industry expertise, and digital innovation converge.
Lead from a unique position in the marketplace, harnessing the power of technology to drive financial innovation and leadership.
Work with a global team of business and financial advisors to help clients navigate through complex financial landscapes.
Collaborate with a dedicated group of professionals, fostering an environment where innovation and leadership thrive.
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