Senior Product Manager, Customer Experience

AppDirect; Montreal; On-site; CAD 80,000 - 110,000; Full time

Job summary

A technology company in Montreal seeks a Senior Product Manager to drive customer engagement and improve product management practices. You will define the roadmap for marketplace experiences, focusing on retention and cross-sell opportunities. Ideal candidates have 4-6+ years in product management with a strong analytical background and experience in marketplace, e-commerce, or SaaS contexts.

Qualifications

• 4–6+ years in product management, shipping customer-facing web products at scale.
• Strong fluency in identity and account concepts (SAML, SCIM).
• Proven track record improving retention, conversion, and cross-sell.

Responsibilities

• Define and execute the roadmap for end-customer marketplace experiences.
• Drive engagement, retention, and cross-sell through UX improvements.
• Set and track outcome metrics for customer delight.

Skills

Product management

Customer engagement

Cross-functional collaboration

Data-driven decision making

User-centric design

Communication

Analytical skills

Tools

SQL

Analytics tools

Job description

Senior Product Manager, Customer Experience

Montreal, Canada

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

You are an experienced product manager passionate about crafting exceptional customer experiences. With expertise in managing large-scale, customer-facing web products, particularly in marketplace, e-commerce, or SaaS settings, you excel in cross-functional collaboration and data-driven decision-making. You have a strong grasp of user-centric design, analytics, and identity management, leading to enhanced user engagement and retention. Your communication skills translate complex ideas into effective solutions, fostering a collaborative and inclusive work environment.

What you’ll do and how you’ll have an impact

• Strategic Leadership: Define and execute the roadmap for end-customer marketplace experiences to make it the most loved place to find, buy, and manage technology products.
• Customer Engagement Focus: Drive engagement, retention, and cross-sell through continuous UX and workflow improvements across store, account, user assignment, and subscription management experiences.
• Outcome-Driven Decision Making: Set and track outcome metrics for customer delight, engagement, adoption, retention/return rates, and cross-sell lift.
• Insight Driven Innovation: Lead customer discovery, funnel analysis, and leverage insights to identify quick win opportunities.
• Cross-Functional Collaboration: Orchestrate cross-functional launches with product marketing, marketplace experience, and marketplace operations to deliver experiences that win the hearts of customers.
• Stakeholder Management: Manage stakeholder communication and status; create clear narratives tying work to revenue and customer outcomes.

What we’re looking for

• 4–6+ years in product management, shipping customer-facing web products at scale; marketplace/e-commerce/SaaS experience preferred.
• Strong fluency in identity and account concepts (SAML, SCIM) and company/user management flows.
• Proven track record improving retention, conversion, and cross-sell via data-informed iteration and experimentation.
• Comfortable with complex, cross-team domains, and stakeholder management.
• Experience partnering closely with product design, working knowledge of design systems, and usability principles.
• Analytical skills: SQL or analytics tools proficiency, experimentation design, and KPI ownership.
• Excellent communication: able to translate customer problems into simple product solutions.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

We have a one day in office policy on Wednesdays. We are located at 27-900 Blvd. De Maisonneuve Ouest, Montreal, Quebec H3A 2Y7.