Product Owner, IVA & Virtual A

We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story!

Product Owner, AI & Virtual Agents 

You will create amazing experiences that bring our brands to life and solve complex problems for our customers using the latest emerging technologies including Generative AI and Agentic Ai framework 

This role focuses on the Virtual Assistant program within the Digital group, making conversational self-service the channel of choice for our customers. You will be a key player in developing this portfolio, from both the strategy and execution perspective across the Rogers brands. 

What you will be doing: 

• Product Ownership of AI & Virtual Agents across Digital platforms including websites, mobile apps & 3rd party chat/messaging platforms 

• Define strategy & roadmap for IVA products to improve customer experience and business outcomes 

• Lead an Agile squad of Digital professionals through ideation, design, delivery and continuous improvement 

• Plan & launch features, measure performance and continue to iterate to meet portfolio contact savings KPls 

• Evolve conversational experience metrics through analytics framework 

• Integrate IVA product into overall AI ecosystem 

• Identify, evaluate and manage digital business development required to integrate projects into Digital platforms including contact center platforms, 1st party websites, mobile apps & 3rd party eco-systems 

• Collaborate across teams to ensure that the plans align to the portfolio strategy & product roadmaps, to determine priority and sequence of product delivery 

• Oversight of daily Digital Operations needs such as lead issue investigation and resolution 

• Lead opportunity gathering sessions with our front line teams using various methodologies in-person & virtual settings 

What You Need to Succeed 

• Expertise with conversational Al platforms including expertise in NLU/NLP concepts and their application in generative AI & traditional IVR & Bot technology 

• Experience developing/managing digital capabilities in agile & hybrid methodology environments 

• Strong experience improving KPls and hitting targets 

• Obsession with delivering high quality products to market in a timely manner 

• Experience performing optimization, continuous improvement, continuous integration & cost-savings 

• Experience with problem solving tools such 5-why analysis, fishbone diagram, and pareto charts; as well as being able to explain the results post implementation 

• Collaborative ability to elevate projects and ideas that are not your own 

• Curiosity to be resourceful and inventive at tackling complex challenges 

• Ability to solicit alternative ideas & perspectives to understand the "why" and not just the "what". 

• Expertise in presenting ideas, business rational and trade-off implications to executive audiences. 

• Results-oriented team player who leads by example, holding themselves accountable for performance 

• Conversational Commerce experience 

What you will bring: 

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field. MBA or advanced degree preferred. 

• 3+ years of product management experience, preferably with AI, machine learning, or virtual assistant technologies 

• Knowledge in contact center application systems and routing logic 

• 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), AI-driven chatbots, 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 A/B testing to optimize product features. 

​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: Hybrid
Travel Requirements: Up to 10%
Posting Category/Function: Digital & eCommerce
Requisition ID: 318081
 
At 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 Recruitment Process FAQ.

Posting Notes:  Technology