Digital Product Owner - Conversational AI

Enercare; Markham; On-site; CAD 75,000 - 118,000; Full time

Job summary

Enercare in Markham, ON seeks a Digital Product Owner, Conversational AI to lead strategy, roadmap, and customer experience for Enercare's AI-powered interactions across channels, reporting to the Director, Digital Customer Experience.

You will translate problems into outcomes, own prioritization, define KPIs, collaborate with Technology, Legal, Privacy, Security and Marketing, and guide launches and post-launch monitoring, with a focus on responsible AI and data-driven decisions.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Software Engineering or related field.
• Experience shaping AI/conversational AI, virtual agent, or automation products in production.
• Strong analytical skills using data and qualitative feedback for product decisions.
• Experienced in Agile environments with Scrum; scaled agile a plus.
• Excellent communication and cross-functional collaboration skills.
• Ability to balance customer value, business benefits, risk and effort.

Responsibilities

• Shape and maintain the Conversational AI product vision and backlog with leadership.
• Translate customer and business problems into clear product outcomes and acceptance criteria.
• Own prioritization and trade-offs across value, risk, and delivery effort.
• Establish and monitor KPIs and use data to drive improvements.
• Analyze AI conversations and feedback to identify opportunities.
• Collaborate with Technology, Operations, Legal, Privacy, Security, Marketing and Vendors.
• Guide improvements to conversation design and escalation paths.
• Lead product readiness for launches and post-launch monitoring.
• Communicate performance, priorities, risks, and decisions to teams.

Skills

Product ownership

Agile/Scrum

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Communication

Prioritization

Problem solving

Education

Bachelor's degree in CS/IS/SE/Business Data Analytics

Tools

GA4

Application Insights

Power BI

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.