Who we're looking for:You will shape intuitive, high-impact digital support experiences that help customers discover, transact, troubleshoot, and get support anytime, anywhere. As Product Owner, Self-Serve & Support, you will lead the strategy and delivery of customer support journeys across Web, App, Search, and AI channels. You will partner with Digital Product Owners, Engineering, IT, UXD, Customer Experience, and business stakeholders to improve customer satisfaction, increase digital adoption, and deliver measurable business impact.
What you'll do:- Product Strategy & Ownership
- Own the product strategy and roadmap for digital support, onboarding, and self-service experiences.
- Align priorities across Business and Digital roadmaps to deliver consistent customer experiences.
- Champion a digital-first mindset focused on customer value and business outcomes.
- Make clear trade-off decisions across customer needs, business priorities, and technical constraints.
- Apply curiosity, resourcefulness, and accountability to solve complex technical, platform, and operational challenges.
- Bring a collaborative mindset with the ability to solicit diverse perspectives, understanding the "why" and not just the "what," to align cross-functional teams around shared outcomes.
- Product Enablement & Delivery
- Lead delivery of Digital Serve & Support initiatives from intake, discovery, design, and build through launch readiness.
- Translate business requirements into user journeys, AI-enabled use cases, scope, guardrails, and cross-channel impacts.
- Partner with Web, App, Search, and AI teams to design integrated journeys and channel handoffs.
- Launch features, measure performance, and iterate against KPIs tied to cost optimization, adoption, revenue, and churn reduction.
- Customer Experience, AI & Search Integration
- Improve key customer journeys across onboarding, account management, billing, troubleshooting, plan changes, and support.
- Use search and AI-driven discovery to help customers find answers, complete tasks, and receive personalized conversational support.
- Define support experience metrics with Search and AI teams to guide optimization and continuous improvement.
- Stakeholder Engagement & Influence
- Align Digital, Technology, Care, Marketing, and Business stakeholders on priorities, sequencing, and delivery decisions.
- Communicate customer impact, trade-offs, and outcome-based recommendations to support decision-making.
- Identify risks to customer experience, adoption, and operating cost, and drive action to address them.
What you bring:- 3+ years of hands-on product ownership or product management experience with customer-facing digital products.
- Experience delivering digital self-service, support, onboarding, account management, or conversational support experiences at scale.
- Strong understanding of support UX patterns, accessibility, personalization, content management, analytics, experimentation, and A/B testing.
- Familiarity with search, information architecture, AI-powered discovery, and conversational experiences.
- Proven ability to manage the full product lifecycle, including strategy, discovery, delivery, launch, measurement, and continuous improvement.
- Experience working in Agile, hybrid, and traditional delivery models.
- Thorough problem-solving skills using structured methods such as 5 Whys, root cause analysis, and Pareto analysis.
- Strong communication, presentation, and organizational skills, with the ability to influence across product, technology, and business teams.
- Results-oriented leader with strong execution discipline, attention to detail, and accountability for outcomes.
- Bachelor's degree in Computer Science, Engineering, Business, or a related field; a postgraduate or advanced degree is an asset.
What's in it for you?We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you'll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
- 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.
- Paid time off for volunteering
- Company matching contributions to charities you support
- Growth & Development Opportunities:
- Self-driven career development programs
- Rogers First: priority in applying to internal roles of interest
- Wellness Programs:
- Employee & family assistance program
- Virtual Healthcare
- Cognitive Behavioural Therapy (CBT)
- Low or no-cost fitness membership
- Our commitment to the environment and diversity:
- Work for an organization committed to environmental protection
- 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.
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: Up to 10%
Background Check(s) Required: Canadian Criminal Record Check
Posting Category/Function: Digital & eCommerce
Requisition ID: 344312
To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.
Posting Notes: Corporate
Location:
