Product Manager

Co-operators; Guelph; Hybrid; CAD 91,000 - 141,000; Full time

Benefits offered by this job

Training & development

Flexible work options

Paid time off

Well-being program

Volunteer days

Job summary

CGL is seeking a Product Manager to help deliver customer-centric CRM solutions within its Client Experience department. The role blends strategy, cross-functional leadership, and telephony-channel enhancements in a hybrid environment (2 days in office).

You’ll own roadmaps, coordinate with analytics, and drive continuous improvement to elevate the client journey. Ideal candidates have 3+ years in product management or related roles in financial services or similar sectors, strong stakeholder

Qualifications

• Bachelor's or Master’s degree in business, Marketing, Engineering, or a related field.
• 3+ years of product management, strategy, or client growth roles, ideally within financial services or a related industry.
• Proven experience leading cross-functional initiatives focused on lead generation, sales enablement, or client acquisition.

Responsibilities

• Collaborate with a cross-functional team to deliver solutions for the telephony channel, enhancing the guided omni-channel experience for cooperators.
• Lead and facilitate workshops to generate innovative ideas aimed at improving the client experience.
• Ensure delivery teams have all necessary requirements to provide a best-in-class customer experience solution.
• Partner with the analytics team to create weekly dashboards tracking the performance of the IVR and identify areas of opportunity based on insights generated.
• Develop and maintain a roadmap for the rollout of initiatives, ensuring timely and budget-compliant delivery in collaboration with delivery partners.
• Conduct market research and competitor analysis to inform product strategy and development.
• Communicate product vision and strategy to stakeholders and team members.
• Monitor and evaluate product performance, making data-driven decisions to optimize and enhance the product.
• Foster a culture of continuous improvement and innovation within the team.
• Play a leadership role in the team to ensure that solution features are in-scope, on-time and of high quality.
• Apply incremental delivery principles, drive the delivery of business value, communicate progress, elicit feedback, and enable stakeholder reviews for validation in the process.
• Review and assess opportunities for new improvements and functionality based on feedback and business objectives.
• Leading and engaging your team to deliver strategic objectives through effective coaching and mentoring, identifying and developing emerging talent, and fostering an innovative, collaborative, and agile culture.
• Representing the product & client: articulating a compelling vision for business capabilities and CRM products while building an ongoing operating plan for the team to manage, support and improve products.
• Building the roadmap for assigned business capabilities and requirements and contributing to the overall vision and roadmap, while driving the digital product management process end to end.
• Maintains a good understanding of clients/users and the product and translates this into priorities.
• Be an advocate for the clients/users by owning issues, forming solutions and defining outcomes as you move the roadmap to completion.
• Utilizes a deep understanding of product and clients to prioritize needs against development.
• Influence, persuade and advise on solution strategies and directions.
• Educate the team in the business domain to help establish better understanding of the solution/product to deliver value.

Skills

Customer journey design

CRM/lead management

Data analytics

Stakeholder management

Communication skills

Education

Bachelor's degree in business/Marketing/Engineering or related field

Job description

Company: CGL

Department: Client Experience

Employment Type: Regular Full-Time

Work Model: Hybrid (2 days in office)

Language: This role operates in English.

Additional Information: This/these role(s) is/are currently vacant

The Opportunity

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

How You Will Create Impact

• Collaborate with a cross-functional team to deliver solutions for the telephony channel, enhancing the guided omni-channel experience for cooperators.
• Lead and facilitate workshops to generate innovative ideas aimed at improving the client experience.
• Ensure delivery teams have all necessary requirements to provide a best-in-class customer experience solution.
• Partner with the analytics team to create weekly dashboards tracking the performance of the IVR and identify areas of opportunity based on insights generated.
• Develop and maintain a roadmap for the rollout of initiatives, ensuring timely and budget-compliant delivery in collaboration with delivery partners.
• Conduct market research and competitor analysis to inform product strategy and development.
• Communicate product vision and strategy to stakeholders and team members.
• Monitor and evaluate product performance, making data-driven decisions to optimize and enhance the product.
• Foster a culture of continuous improvement and innovation within the team.
• Play a leadership role in the team to ensure that solution features are in-scope, on-time and of high quality.
• Apply incremental delivery principles, drive the delivery of business value, communicate progress, elicit feedback, and enable stakeholder reviews for validation in the process.
• Review and assess opportunities for new improvements and functionality based on feedback and business objectives.
• Leading and engaging your team to deliver strategic objectives through effective coaching and mentoring, identifying and developing emerging talent, and fostering an innovative, collaborative, and agile culture.

• Represent the product & client/ customer:
• Articulating a compelling vision for business capabilities and CRM products while building an ongoing operating plan for the team to manage, support and improve products.
• Building the roadmap for assigned business capabilities and requirements and contributing to the overall vision and roadmap, while driving the digital product management process end to end.
• Maintains a good understanding of clients/users (their expectation, needs and pain points) and the product and delivers this knowledge into the team to focus deliverables and priorities.
• Be an advocate for the clients/users by owning issues, forming solutions and defining outcomes as you move the delivery of the roadmap to completion.
• Utilizes a deep understanding of product and clients as well as solid internal stakeholder relationships to prioritize product needs against development.
• Influence, persuade and advise on solution strategies and directions.
• Educate the team in the business domain to help establish better understanding of the solution/product to deliver value.

How You Will Succeed

• You build strong relationships and influence cross-functional teams to drive outcomes.
• You foster a culture of innovation, experimentation, and continuous improvement.
• You are a strategic thinker who can translate vision into actionable plans.
• You communicate clearly and effectively, adapting your message to diverse audiences.
• You are comfortable navigating ambiguity and shifting priorities in a fast-paced environment.

To Join Our Team

• A Bachelor's or Master’s degree in business, Marketing, Engineering, or a related field.
• 3+ years of experience in product management, strategy, or client growth roles, ideally within financial services or a related industry.
• Proven experience leading cross-functional initiatives focused on lead generation, sales enablement, or client acquisition.
• Strong understanding of customer journey design, digital channels, and CRM/lead management platforms.
• Experience with data analytics, performance measurement, and reporting to drive product decisions.
• Excellent stakeholder management and communication skills.

What You Need To Know

• Detail oriented work that requires frequent mental concentration for extended periods of time.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What's in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Expected salary range $91,058.00 to $141,058+

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.