Product Manager - CCT Customer Care Experience and Platform Insights

Air Canada; Dorval; On-site; CAD 90,000 - 130,000; Full time

Job summary

Air Canada is seeking a Product Manager for the CCT Customer Care Experience & Platform Insights. You will tie customer insights and platform performance to actionable product improvements, working with Product, Technology, Operations, and Contact Centres.

You will report to the Senior Product Manager, Customer Care digital products, and drive structured analytics, incident triage, and backlog-driven delivery across digital channels.

Qualifications

• Bachelor's degree in computer science, information technology, or related field.
• 3–5 years of incident management or similar experience.
• Certification in incident management (ITIL or PMP) is an asset.
• Solid understanding of SDLC and application delivery methodologies.
• Strong knowledge of Jira, Confluence, ServiceNow, AWS QuickSight, Power BI.

Responsibilities

• Monitor and analyze customer experience across digital channels and platform performance within the CCT scope.
• Intake and document customer-facing issues from frontline teams and stakeholders.
• Lead triage of incidents, clarifying scope, coordinating with tech and ops teams, and tracking actions.
• Identify gaps in journeys, chatbot behavior, eligibility logic, and data to feed backlog items.
• Assess end-to-end experience to find where customers succeed or drop off and refine capabilities.
• Provide clear product insights and actionable recommendations to executives and teams.
• Develop reporting on chatbot effectiveness, eligibility outcomes, and platform health.
• Prepare executive and team reports showing trends, risks, and priorities for sprints.
• Act as a change agent to drive adoption and measurable customer outcomes.
• Collaborate with technical, product, and business partners to align needs with roadmaps.

Skills

Incident management

ITIL/PMP knowledge

SDLC understanding

Jira

Confluence

ServiceNow

AWS QuickSight

Power BI

Executive communication

Education

Bachelor's degree in CS/IT or related field

Tools

Jira

Confluence

ServiceNow

AWS QuickSight

Power BI

Job description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

As Product Manager, CCT Customer Care Experience & Platform Insights, you will support the evolution and performance of customer-facing and employee-facing capabilities delivered through the Customer Care Transformation (CCT) program. The Product Manager will play a key role in connecting customer experience insights, platform performance, and operational feedback to actionable product improvements.

Working closely with Product, Technology, Operations, Contact Centres, Digital, and business stakeholders, this role will help ensure that CCT capabilities continue to improve after launch and that future development is informed by clear evidence, measurable outcomes, and customer impact.

This position will report to the Senior Product Manager, Customer Care digital products.

Your main duties and responsibilities will include:

• - Responsible for monitoring and analyzing customer experience across digital channels, disruption eligibility, routing, and platform performance trends within the CCT scope
• - Responsible for intaking, assessing, and documenting customer-facing issues raised by frontline teams, employee feedback, recurring pain points, and platform observations to understand customer and operational impact
• - Facilitate the triage of product-related incidents by clarifying the issue, validating scope and severity, coordinating with the appropriate technology and operational teams, and tracking follow-up actions through to resolution or backlog prioritization.
• - Identify gaps in customer journeys, chatbot behavior, eligibility logic, product capabilities, data, reporting, incident trends, and support processes, and translate them into backlog items or improvement opportunities.
• - Assess the end-to-end customer experience to determine where customers are successful, where they abandon or escape, and where digital care capabilities require refinement.
• - Provide clear and timely communication on key product insights, customer impacts, incident themes, trends, risks, and recommended actions.
• - Develop and present reporting and analytics related to chatbot effectiveness, eligibility outcomes, customer containment, assisted-service handoff, platform health, incident trends, recurring issues, and areas requiring product or operational intervention.
• - Prepare executive-level and working-team reporting that provides visibility into product performance, customer pain points, emerging trends, and priorities for upcoming product development sprints.
• - Act as a visible product partner and change agent, helping drive adoption, continuous improvement, and measurable customer experience outcomes.
• - Collaborate with internal and external technical, product, operational, and business partners to align customer experience needs with platform capabilities, roadmap priorities, and delivery plans.

Qualifications

• - A bachelor’s degree in computer science, information technology, or a related field.
• - At least 3-5 years of experience in incident management or a similar role.
• - A certification in incident management or a related field, such as ITIL or PMP is considered an asset.
• - A solid understanding of software development life cycle (SDLC) and application delivery methodologies.
• - A strong knowledge of software application tools and technologies, Jira, Confluence, ServiceNow, AWS QuickSight, Power BI, etc.
• - Experience using reporting and analytics to identify trends, root causes, customer experience gaps, product gaps, and operational breakpoints across digital platforms, preferably including chatbot, self-service, or contact centre channels.
• - Ability to communicate insights clearly to executive audiences and working teams, with a focus on actionable recommendations and product backlog alignment.
• - Strong customer experience orientation, with the ability to assess digital journeys from the customer perspective and translate insights into product improvements.
• - Excellent leadership, problem-solving, communication, and teamwork skills.
• - A high level of attention to detail, accuracy, and quality.
• - Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.