Product Owner, Customer Intent Engine

Job title:

Product Owner, Customer Intent Engine

Company

Rogers Communications

Job description

Our Technology team wakes up every day with one goal in mind – connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:Who we’re looking for:
As a Product Owner for the Customer Intent Engine, you will drive personalization on our digital properties by leveraging predictive customer intent AI & ML models. You will be leading a cross-functional team of Data Scientist, AI/ML Engineers, Data Engineers and Product Mangers focus on generating value across the company. Your role will be pivotal in enhancing customer engagement & adoption while delivering tailored experiences across our Digital Channels. We are open to hire for our Calgary, Vancouver or Greater Toronto Area Location.What you’ll do:

• Lead the Product Management of the Customer Intent Engine across digital platforms, including websites, mobile apps, virtual agents, agent facing tools and third-party integrations.
• Drive the development of the CIE platform to support multiple Product Squads in a Hub & Spoke model.
• Lead opportunity gathering sessions with cross-functional teams using various methodologies, both in-person and virtual settings.
• Create a Strategic roadmap for maturing personalization from propensity models & segmentations to 1:1 personalization in real-time.
• Drive the ideation, design, delivery, and continuous improvement of personalization features.
• Work alongside Data Scientists & Machine Learning Engineers in a collaborative environment to plan and launch features, measure performance, and iterate to meet key performance indicators (KPIs).
• Define the strategy and roadmap for the Customer Intent Engine to improve customer experience and business outcomes.
• Collaborate with cross-functional teams to ensure alignment with portfolio strategy and product roadmaps.
• Integrate the predictive customer intent model into the overall digital customer experience ecosystem.
• Identify, evaluate, and manage digital business development opportunities to integrate projects into digital platforms.
• Oversee daily digital operations of the Customer Intent Engine, including issue investigation and resolution.

What you need to succeed:

• Expertise in Digital value creation & improving Customer Experience / CXM
• Expertise in facilitating discussion to drive consensus amongst team members from various disciplines
• Expertise in Machine Learning models, particularly in predictive customer intent
• Experience developing and managing digital capabilities in agile and hybrid methodology environments.
• Strong experience in improving KPIs and achieving targets in cross-sell/up-sell, retention/churn improvement and self-service adoption.
• Obsession with delivering high-quality products to market in a timely manner.
• Experience with optimization, continuous improvement, continuous integration, and value creation.
• Proficiency in problem identification tools such as 5-why analysis, fishbone diagrams, and Pareto charts.
• Collaborative ability to elevate projects and ideas that are not your own.
• Curiosity to be resourceful and inventive in tackling complex challenges.
• Ability to solicit alternative ideas and perspectives to understand the “why” and not just the “what.”
• Ability to prioritize value over output as a way to manage leadership expectations
• Expertise in presenting ideas, business rationale, and trade-off implications to executive audiences.
• Results-oriented team player who leads by example and holds themselves accountable for performance.

What you bring:

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
• 5+ years of product management experience, preferably with AI, machine learning, or virtual assistant technologies.
• Proven track record of managing all aspects of a successful product lifecycle with delivery in Agile & traditional methodologies
• Strong knowledge of natural language processing (NLP) or conversational interfaces.
• Experience working in Agile/Scrum environments and using tools like Jira, Confluence, and product analytics platforms.
• Excellent communication, presentation, and organizational skills.
• Ability to think strategically while maintaining attention to detail.
• Experience with data-driven decision-making and experimentation to optimize product features.

What’s in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:

• My Path: self-driven career development program
• Rogers First: priority in applying to internal roles of interest
• Wellness Programs:

• Homewood employee & family assistance program
• Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
• Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:

• Work for an organization committed to environmental protection
• Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Digital & Program Management
Requisition ID: 319240At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the .Posting Notes: TechnologyLocation:Toronto, ON, CA Vancouver, BC, CA Calgary, AB, CABeing a Rogers team member comes with some great perks & benefits including:· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs*available for full-time and part-time permanent employees, some restrictions applyLooking for career guidance and inspiration?Catch up on the latest episodes of podcast with Dr. Sonia Kang.

Expected salary

Location

Toronto, ON

Job date

Sat, 22 Feb 2025 23:42:11 GMT

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