Product Owner, Contact Center Pod

Momentum Financial Services Group; Toronto; Hybrid; CAD 110,000 - 120,000; Full time

Benefits offered by this job

Tuition reimbursement

Perkopolis discounts

Rewards and recognition programs

Discretionary annual bonus

Health & dental coverage (premiums)

Job summary

Momentum Financial Services Group is seeking a Product Owner for the Contact Center Pod to drive customer and advisor experiences across Momentum's contact center ecosystem. You will translate complex requirements into a prioritized backlog, lead agile delivery, and collaborate with Operations, Technology, Compliance, and Risk to achieve measurable business outcomes in a journey-based model.

The role emphasizes CCaaS, CRM integrations, AI-enabled servicing, and omnichannel engagement.

Qualifications

• 5+ years in Product Ownership or related roles.
• Experience with Agile delivery and cross-functional teams.
• Proven backlog prioritization in complex environments.
• Strong understanding of contact center operations and journeys.
• Experience with CCaaS, CRM integrations, and digital channels.

Responsibilities

• Define, prioritize, and deliver capabilities for the Contact Center Pod.
• Translate requirements into a prioritized backlog with epics and user stories.
• Lead agile delivery, participate in sprint ceremonies, ensure acceptance criteria.
• Engage stakeholders across Operations, Technology, Compliance, Risk, and Architecture.
• Drive evolution of omnichannel servicing and AI-enabled capabilities.

Skills

Product ownership

Agile delivery

Backlog management

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree in business/IT/CS/engineering

CSPO or SAFe PO Certification

Tools

AWS

Job description

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we're the team behind Money Mart - Canada's largest non-bank branch network and a leader in financial solutions for underserved communities.

From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it.

At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.

Compensation Philosophy: Our strategy is simple—we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose.

Discretionary Annual Bonus:Enjoy the opportunity for a discretionary bonus based on individual performance and company success.

Comprehensive Benefits:Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.

Retirement Plans:Plan for your future with our robust retirement savings options, ensuring you’re set for the long haul.

Hybrid Work Environment:Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in-office. When you're at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day.

Perks and Rewards:Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.

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.
• Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager, Agile Certification, or equivalent.

Committed to Equal Opportunity

MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, MFSG will work with you to determine how to meet your needs.

About MFSG – Our Commitment to Responsible Innovation

At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada's Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.

This posting is for a current positionwithin our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities.

We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.

Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.