Staff Product Manager, Customer Care Platform & Data

United States Digital Space LLC; Toronto; On-site; CAD 172,000 - 215,000; Full time

Benefits offered by this job

Extended health benefits

Dental coverage

Life insurance

Disability benefits

Mental health benefits

RRSP plan with company match

Flexible paid time off

Job summary

United States Digital Space LLC in Toronto is seeking a Senior Product Manager to own the agent platform and data, uniting engineering, data science, and design to reinvent customer care and safety reporting. The role demands 8+ years of PM experience with AI/ML exposure and strong data fluency, delivering complex cross-functional initiatives in a hybrid Toronto setting.

The position emphasizes autonomy, strategic ownership, and collaboration with senior stakeholders to drive measurable impact,

Qualifications

• 8+ years of product management experience, including owning the vision and strategy for a platform or a complex, cross-functional product area.
• Direct experience with AI/ML-powered products—ideally copilots, agent-assist, or LLM-based tooling.
• Strong data fluency: ownership of data pipelines, data quality, and reporting.
• Track record of driving execution on ambiguous, high-complexity problems spanning multiple teams and systems.
• Comfortable operating with autonomy and influencing senior stakeholders without direct authority.
• Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred.

Responsibilities

• Own the vision, strategy, and multi-quarter roadmap for the agent platform and the data powering customer care & safety reporting.
• Define and drive how AI and copilot capabilities improve agent efficiency and data quality.
• Lead execution on cross-cutting initiatives across the platform and its data.
• Own data accuracy and integrity for internal decisions, company-wide use, and external reporting on issue types and trends.
• Shape platform architecture, configuration, and operation as agent workflows and AI evolve.
• Partner with engineering, data science, ML, design, and support ops to turn strategy into shipped product.
• Serve as the senior product voice on agent platform and data to align stakeholders and executives around direction.
• Define metrics and use them to prioritize and measure real-world impact.

Skills

AI/ML products

Data fluency

Strategic ownership

Cross-functional leadership

Product vision

Autonomy

Education

CS/Engineering degree

Job description

At the company, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

the company connects people to transportation to change the way we live and get around our communities. We are looking for product managers who bring exceptional creative and analytical skills to drive forward a best in class product. Product management at the company leads the integration of engineering, data science, and design to achieve the company's vision for reinventing transportation. We are looking for entrepreneurial and passionate Product Managers to innovate and execute across a rapidly growing, fast paced company and industry from our Toronto office.

Every great support experience depends on the person behind it having the right tools, context, and intelligence to solve the problem in front of them. The Platform & Data teams build the tools our human support agents work in every day—and own the data that tells the company, and the world, what our customers are actually experiencing. As AI rapidly changes what's possible, we're reinventing how agents work: pairing them with copilots and AI that surface the right answer instantly, take on repetitive work, and raise the quality and consistency of every interaction. At the same time, we're building the data foundation that turns millions of support contacts into an accurate, trusted view of issue types and trends—used inside the team, across the company, and in what we report externally. This role owns that mandate end to end: setting the vision and strategy, and driving execution on the hardest problems across both the platform and its data.

Responsibilities:

• Own the vision, strategy, and multi-quarter roadmap for the company's agent platform and the data that powers customer care & safety reporting
• Define and drive how AI and copilot capabilities make agents more efficient and raise the quality and consistency of their work
• Lead execution on the most complex, cross-cutting initiatives across the platform and its data
• Own the accuracy and integrity of customer care & safety data so it can be trusted for internal decisions, company-wide use, and external reporting on issue types and trends
• Shape how the platform is architected, configured, and operated as agent workflows and AI capabilities evolve
• Partner deeply with engineering, data science, ML, design, and support operations to turn strategy into shipped product
• Serve as the senior product voice on agent platform and data, aligning stakeholders and executives around a clear direction
• Define the metrics that matter and use them to prioritize and measure real-world impact

Experience:

• 8+ years of product management experience, including owning the vision and strategy for a platform or a complex, cross-functional product area
• Direct experience with AI/ML-powered products—ideally copilots, agent-assist, or LLM-based tooling—with a real understanding of their capabilities and limits
• Strong data fluency: you've owned or worked closely with data pipelines, data quality, and reporting, and you care about getting the numbers right
• A track record of driving execution on ambiguous, high-complexity problems that span multiple teams and systems
• Comfortable operating with autonomy and influencing senior stakeholders without direct authority
• Strengths:
• • Customer obsession: You care deeply about the support experience and dive into the details of customer and agent problems
  • Technical depth: You engage credibly with engineers and understand platform + AI/ML/LLM capabilities, limitations, and emerging developments
  • Data rigor: You treat data as a product—accurate, well-defined, and trustworthy enough to report externally
  • Strategic ownership: You set direction, not just execute against it, and bring others along
  • Bias to action: You break down complex problems, build elegant solutions, and move quickly to deploy them at scale
• Degree in Computer Science, Engineering, Math, or equivalent technical experience strongly preferred

Benefits:

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a the company funded Health Care Savings Account
• RRSP plan with company match to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under the company's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service
• the company is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits and the company ride credits

the company is committed to creating an inclusive workforce that fosters belonging. the company believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. the company also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

the company highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. the company considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks the company offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Toronto area is CAD $172,000 - CAD $215,000, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.

the company may use artificial intelligence to screen applicants, however, the company employees make the ultimate selection and hiring decisions.

This job fills an existing vacancy.