Senior Product Owner

WestJet; Calgary; On-site; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Travel privileges

Flexible benefits

Competitive total rewards

Job summary

WestJet is seeking a Senior Product Owner for the Contact Centre product team. You will own and evolve product capabilities including AI-assisted voice and chat, case management, and digital guest support channels.

You will translate business problems into clear priorities, work closely with Portfolio Manager and delivery teams, and guide backlog decisions aligned to strategy and guest outcomes. The role requires strong product ownership experience in Contact Centre environments, agile

Qualifications

• Diploma or bachelor's degree (Technical/ Business/ Science).
• 7+ years of experience in digital or emerging technology.
• 5+ years of experience in Contact Centre environments, including service channels, case management, or AI-assisted service experiences.
• Experience leading cross-functional teams in an agile environment and guiding backlog management.

Responsibilities

• Translate business problems into clear product priorities and roadmaps for Contact Centre products.
• Own and evolve AI-assisted voice/chat capabilities, case management, and digital guest support channels.
• Define success metrics, measure business impact, and improve product health across lifecycle.
• Lead discovery through delivery, including requirements, user stories, acceptance criteria, and launch readiness.
• Partner with architecture, engineering, data, security, and operations to ensure scalable, compliant solutions.

Skills

Product ownership

Agile

Stakeholder management

Data analytics

Operational excellence

Education

Diploma/Bachelor's degree

Tools

ServiceNow

Jira

Job description

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet:

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

Overview of the role:

We have big plans at WestJet. If you care deeply about building amazing experiences, are endlessly curious, skilled at delivering a vision and aren’t afraid to challenge the status quo, we’d love you to help us bring those plans to life.

We’re seeking a Senior Product Owner to join our Contact Centre product team and help evolve the products that support how guests connect with WestJet when they need help. In this role, you’ll own and evolve defined Contact Centre product capabilities, including AI-assisted voice and chat capabilities, case management, and digital guest support channels. Working closely with the Portfolio Manager, delivery teams, technology partners, and stakeholders, you’ll translate business problems into clear product priorities, improve guest and agent experiences, and own roadmap and backlog decisions aligned to product strategy, OKRs, guest outcomes, agent experience and measurable business value.

The ideal candidate brings strong product ownership experience and a solid understanding of Contact Centre environments, including guest support workflows, service channels, workforce considerations, operational performance, and agent experience. They bring a strong product ownership mindset, with the ability to define outcomes, make prioritization recommendations, manage trade-offs, and own product health across the lifecycle of Contact Centre capabilities. They can partner effectively with technology and delivery teams, bring practical insight into what works, and guide teams through ambiguity while improving product delivery practices. Experience with conversational AI, service management platforms, case management, airline operations, reservations, loyalty, or guest support ecosystems is highly valued.

In return, you’ll get to work with people who are:

• High performing and ambitious
• Data driven and UX obsessed
• Social, welcoming, curious, and open
• Leaders who care deeply about your well-being, development, and success

Key deliverables:

• Partner with the Product Portfolio Manager to translate Contact Centre product strategy into clear product outcomes, roadmap priorities, backlog decisions, stakeholder alignment, delivery execution and clear communication on progress, risks, and decisions.
• Define and own the roadmap and backlog for assigned Contact Centre products, including AI-assisted voice and chat capabilities, case management, and digital guest support channels, ensuring priorities connect to business problems, guest outcomes, agent experience, operational performance and measurable value.
• Lead product initiatives from discovery through delivery, including requirements, user stories, acceptance criteria, testing support, launch readiness, and ongoing optimization.
• Use data, guest and agent insights, product analytics, and stakeholder feedback to define, prioritize, and validate the roadmap and backlog.
• Define success measures and estimated business impact for product improvements, while improving visibility into product health, adoption, containment, resolution, service quality, and operational performance.
• Own the lifecycle management of assigned Contact Centre products, including discovery, delivery, adoption, optimization, sustainment, capability maturity, and retirement or replacement decisions where appropriate.
• Manage team deliverables and timelines, helping resolve priorities, identify trade-offs, remove blockers, and keep work moving in a lean, fast-paced environment.
• Identify Contact Centre product opportunities using guest pain points, agent pain points, operational workflows, disruption scenarios, and travel journey insights.
• Build strong relationships with Contact Centre leaders, frontline stakeholders, technology partners, vendors, and business teams to align requirements, manage expectations, and secure approval on deliverables.
• Partner with architecture, engineering, vendors, data, security, privacy, and operations teams to ensure Contact Centre solutions align with enterprise standards, scalable platform patterns, integration principles, operational controls, and long‑term technical sustainability.
• Partner closely with developers, UX researchers, data partners, IT teams, and delivery partners to ensure product work is clear, feasible, and focused on the highest-value outcomes.
• Guide cross-functional delivery teams by sharing practical product and Contact Centre practices, improving ways of working, and ensuring solutions reflect operational realities and guest needs.
• Clarify ownership models and integration handoffs across upstream and downstream systems, including guest identity, reservations, loyalty, case management, knowledge management, digital channels, agent workflows, reporting, and escalation paths.
• Ensure product decisions appropriate consider privacy, security, compliance, data handling, recording/transcription, AI governance, and operational control requirements. Partner with change management, training, and business stakeholders to support readiness activities by providing product context, guest and agent impacts, and key operational considerations.

Experience and qualifications:

• Completed Diploma or bachelor’s degree (Technical/ Business/ Science)
• Minimum 7+ years of experience working in digital or emerging technology
• 5+ years of experience in Contact Centre environments, including service channels, customer support platforms, case management, AI-assisted service experiences, or operational support systems.
• Experience managing products with a large operational or consumer footprint
• Experience working in and leading cross-functional teams in an agile environment.
• Experience partnering with and guiding cross-functional delivery teams, including product practices, backlog management, delivery processes, and team ways of working.
• Experience defining scope and managing key deliverables for large projects
• Experience within airline guest support, reservations, loyalty, disruption management, conversational AI, ServiceNow, Jira, or related service platforms is considered an asset.
• Strong analytical and problem-solving skills, with comfort working with operational data, product metrics, and business impact measures.
• Experience supporting optimization, continuous improvement, and product health measurement.
• Excellent written and verbal communication and presentation skills
• Proven experience in roadmap management, backlog management, user story development, prioritization, and stakeholder alignment.
• A working history that shows a commitment to transparency, trust, collaboration, and positive relationships across all levels of seniority.
• A love for learning about product management, customer experience, AI-assisted service, contact Centre operations, and travel industry trends.
• Willingness to mentor junior and intermediate Product Owners and contribute to a growing product management practice.

Advanced knowledge in the following practices (preferred):

• Contact Centre Platform Strategy, operations and service patterns Conversational AI, Automation, and AI-Assisted Resolution
• Case Management and Service Management Platforms
• Journey Orchestration and Proactive Guest Support
• AI Governance, Quality Monitoring, and Human-in-the-Loop Service Design
• Product Lifecycle Management and Product Health Measurement
• Agile Product Development
• Product Analytics, Operational Reporting, and Performance Tracking
• Customer-Centric Product Strategy

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet'sAlcohol and Drug Policy.

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [e-mail].

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at [e-mail].