Product Owner - Digital Customer Support

Socket.dev; Toronto; Hybrid; CAD 115,000 - 136,000; Full time

Benefits offered by this job

Total rewards program

Hybrid work flexibility

Health benefits Starting day one

Wellness programs

Job summary

Moneris is seeking a Product Owner, Digital Customer Support to define and execute the roadmap for our digital support platforms, leading self-service journeys, chatbot solutions, and knowledge management initiatives in a hybrid Toronto-based role.

You will collaborate with Operations, Technology, Data, Compliance, and external partners to deliver measurable outcomes, report to leadership, and drive obligations across governance and responsible AI standards.

Qualifications

• 5+ years of product management or product ownership experience.
• Experience managing customer-facing digital products.
• Experience with chatbots, conversational AI, self-service platforms, or digital support solutions.
• Experience managing third-party technology vendors.
• Experience translating business challenges into scalable product solutions.
• Experience working in Agile delivery environments.
• Experience in payments, financial services, fintech, banking, or customer service operations.
• Experience implementing knowledge management platforms such as Guru, Coveo, Salesforce Knowledge, Zendesk Guide, ServiceNow Knowledge Management, Bloomfire, or similar solutions.
• Experience with conversational AI platforms such as Ada, Microsoft Copilot Studio, Cognigy, Kore.ai, IBM Watson, Salesforce Agentforce, Google Dialogflow, or similar technologies.
• Familiarity with large language models (LLMs), generative AI, and responsible AI practices.
• Experience with customer journey mapping and service design.
• Certified Scrum Product Owner (CSPO) or similar certification.

Responsibilities

• Develop and execute the roadmap for digital customer support capabilities, aligning priorities with customer experience, operational efficiency, and business objectives.
• Own and optimize customer self-service experiences across digital channels, identifying opportunities to automate high-volume support journeys and improve customer outcomes.
• Lead the strategy, performance, and continuous improvement of chatbot and virtual assistant solutions, leveraging analytics and customer insights to enhance effectiveness.
• Evaluate, implement, and launch AI-powered support capabilities, ensuring compliance with governance, risk, security, and responsible AI standards.
• Own the strategy, governance, and lifecycle of knowledge management platforms and content, ensuring information is accurate, relevant, searchable, and accessible.
• Manage relationships with chatbot, AI, and knowledge management vendors, including performance management, roadmap planning, and technology evaluations.
• Partner with Customer Support, Operations, Technology, Customer Experience, Product, Marketing, Compliance, Risk, and Data teams to deliver product initiatives and improvements.
• Define success metrics, measure business impact, and communicate product performance, priorities, and outcomes to senior leadership.

Job description

Your Moneris Career - The Opportunity
We are seeking an experienced Product Owner, Digital Customer Support to define and execute the roadmap for our digital support platforms. This role will lead the evolution of customer self-service capabilities, conversational AI experiences, and knowledge management solutions to improve customer experience, increase self-service adoption, and reduce support effort.

The successful candidate will own the strategy, roadmap, and delivery of digital support products, including chatbots, virtual assistants, self-service journeys, knowledge management platforms, and emerging AI capabilities. You will collaborate with Operations, Customer Experience, Technology, Data, Compliance, and external partners to deliver measurable business outcomes.

This role combines product management, vendor management, AI innovation, and customer experience leadership.

Location: You will be based in our Toronto office, balancing in-office collaboration with remote flexibility.
Reporting Relationship: You will report to Dana Ciobanu.
Posting Type: Replacement
Salary Range: The expected base salary range for this role is $115,000 - $136,00.

Total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.

Your Moneris Career - What you'll do

• Develop and execute the roadmap for digital customer support capabilities, aligning priorities with customer experience, operational efficiency, and business objectives.
• Own and optimize customer self-service experiences across digital channels, identifying opportunities to automate high-volume support journeys and improve customer outcomes.
• Lead the strategy, performance, and continuous improvement of chatbot and virtual assistant solutions, leveraging analytics and customer insights to enhance effectiveness.
• Evaluate, implement, and launch AI-powered support capabilities, ensuring compliance with governance, risk, security, and responsible AI standards.
• Own the strategy, governance, and lifecycle of knowledge management platforms and content, ensuring information is accurate, relevant, searchable, and accessible.
• Manage relationships with chatbot, AI, and knowledge management vendors, including performance management, roadmap planning, and technology evaluations.
• Partner with Customer Support, Operations, Technology, Customer Experience, Product, Marketing, Compliance, Risk, and Data teams to deliver product initiatives and improvements.
• Define success metrics, measure business impact, and communicate product performance, priorities, and outcomes to senior leadership.

Your Moneris Career - What you bring

Required skills and experience

• 5+ years of product management or product ownership experience.
• Experience managing customer-facing digital products.
• Experience with chatbots, conversational AI, self-service platforms, or digital support solutions.
• Experience managing third-party technology vendors.
• Experience translating business challenges into scalable product solutions.
• Experience working in Agile delivery environments.
• Experience that would set you apart
• Experience in payments, financial services, fintech, banking, or customer service operations.
• Experience implementing knowledge management platforms such as Guru, Coveo, Salesforce Knowledge, Zendesk Guide, ServiceNow Knowledge Management, Bloomfire, or similar solutions.
• Experience with conversational AI platforms such as Ada, Microsoft Copilot Studio, Cognigy, Kore.ai, IBM Watson, Salesforce Agentforce, Google Dialogflow, or similar technologies.
• Familiarity with large language models (LLMs), generative AI, and responsible AI practices.
• Experience with customer journey mapping and service design.
• Certified Scrum Product Owner (CSPO) or similar certification.

Your Moneris Career - What you get

• Comprehensive Total Rewards Program, including performance-based bonuses, flexible benefits starting from day one, and your choice of a health spending account (HSA) or personal spending account (PSA).
• Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan.
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace.
• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives.
• Flexibility that works for you, including hybrid work arrangements, a Work from Abroad program, and paid time off programs.
• Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts.
• Find out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers

Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

AI Disclosure: We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.

We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.