Product Manager, Customer Experience & Engagement
$102,000–$141,000 year
On-siteToronto, Ontario, Canada
Job Summary
Drive product strategy and roadmap delivery for customer-facing platforms across Email Marketing, Customer Experience, and Service channels. Lead two Scrum Pods and two Product Owners to manage backlogs, prioritize features, and execute within a SAFe/Agile framework. Own end-to-end customer engagement journeys, optimizing lifecycle emails, service workflows, and warranty portals while aligning with broader business goals. Collaborate with cross-functional teams to translate business needs into actionable requirements and leverage data to define success metrics and KPIs. Manage platform evolution for Salesforce Marketing Cloud, Service Cloud, and consent management systems to ensure scalability and integration.
Required Qualifications
- 3–5+ years of experience in Product Management
- Proven experience managing complex product initiatives across multiple domains
- Experience working in Agile / SAFe environments
- Deep experience with Salesforce Marketing Cloud (Email) or similar ESP
- Deep experience with Salesforce Service Cloud or similar Customer Service Platform
- Deep experience with Customer engagement platforms (email, chat, call center technologies)
- Deep experience with Consent management and customer data/privacy considerations
- Strong stakeholder management and communication skills
- Ability to lead cross-functional teams and influence without direct authority
- Strong analytical mindset with a focus on measurable business outcomes
Desired Qualifications
- Previous experience as a Product Owner is an asset, but not required
- Ecommerce experience is an asset
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