{"id":1148293,"url":"https://alion.io/job/contactnb-product-owner-digital-customer-support","title":"Product Owner - Digital Customer Support","company":{"id":1111973,"name":"ContactNB","domain":"contactnb.ca","url":"https://alion.io/company/contactnb","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workday","truth_index":null},"role":"Product","role_family":"Product","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":97000,"max_usd":182000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":183},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentforce","optional":false},{"name":"Agile","optional":false},{"name":"Copilot Studio","optional":false},{"name":"Scrum","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-09-23T16:27:38Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Your Moneris Career - The Opportunity\nWe 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.\nThe 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.\nThis role combines product management, vendor management, AI innovation, and customer experience leadership.\nLocation: You will be based in our Toronto office, balancing in-office collaboration with remote flexibility.\nReporting Relationship: You will report to Dana Ciobanu.\nPosting Type: Replacement\nSalary Range: The expected base salary range for this role is $115,000 - $136,00.\nTotal 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.\nYour Moneris Career - What you'll do\nDevelop and execute the roadmap for digital customer support capabilities, aligning priorities with customer experience, operational efficiency, and business objectives.\nOwn and optimize customer self-service experiences across digital channels, identifying opportunities to automate high-volume support journeys and improve customer outcomes.\nLead the strategy, performance, and continuous improvement of chatbot and virtual assistant solutions, leveraging analytics and customer insights to enhance effectiveness.\nEvaluate, implement, and launch AI-powered support capabilities, ensuring compliance with governance, risk, security, and responsible AI standards.\nOwn the strategy, governance, and lifecycle of knowledge management platforms and content, ensuring information is accurate, relevant, searchable, and accessible.\nManage relationships with chatbot, AI, and knowledge management vendors, including performance management, roadmap planning, and technology evaluations.\nPartner with Customer Support, Operations, Technology, Customer Experience, Product, Marketing, Compliance, Risk, and Data teams to deliver product initiatives and improvements.\nDefine success metrics, measure business impact, and communicate product performance, priorities, and outcomes to senior leadership.\nYour Moneris Career - What you bring\nRequired skills and experience\n5+ years of product management or product ownership experience.\nExperience managing customer-facing digital products.\nExperience with chatbots, conversational AI, self-service platforms, or digital support solutions.\nExperience managing third-party technology vendors.\nExperience translating business challenges into scalable product solutions.\nExperience working in Agile delivery environments.\nExperience that would set you apart\nExperience in payments, financial services, fintech, banking, or customer service operations.\nExperience implementing knowledge management platforms such as Guru, Coveo, Salesforce Knowledge, Zendesk Guide, ServiceNow Knowledge Management, Bloomfire, or similar solutions.\nExperience with conversational AI platforms such as Ada, Microsoft Copilot Studio, Cognigy, Kore.ai, IBM Watson, Salesforce Agentforce, Google Dialogflow, or similar technologies.\nFamiliarity with large language models (LLMs), generative AI, and responsible AI practices.\nExperience with customer journey mapping and service design.\nCertified Scrum Product Owner (CSPO) or similar certification.\n Your Moneris Career - What you get\nAt Moneris, we believe in empowering you to succeed-personally and professionally. As part of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your development and career.\nComprehensive 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).\nRetirement planning support, with profit-sharing programs including company match and a defined contribution pension plan.\nGrowth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace.\nHolistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives.\nFlexibility that works for you, including hybrid work arrangements, a Work from Abroad program, and paid time off programs.\nRecognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts.\nFind out more about the work perks and benefits you get as a Moneris employee at Moneris.com/careers\nNote: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.\nAI Disclosure: We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.\nWe 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.","description_format":"text","description_chars":6077,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Hybrid work","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Call Center Services","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-09-23T16:27:38Z"}],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.803,"p_room":1,"age_days":7,"expected_fill_days":26,"reasons":["conf:6","win:early"],"computed_at":"2026-09-23T22:32:03Z"},"pay":null,"html_url":"https://alion.io/job/contactnb-product-owner-digital-customer-support","json_url":"https://alion.io/job/contactnb-product-owner-digital-customer-support.json","meta":{"generated_at":"2026-09-23T22:32:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}