Product Owner, Mobile Apps - Self-Service

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:

You will create intuitive, high impact mobile experiences that empower customers to independently manage their needs through best in class self service capabilities. This role is central to the Digital AI, Self-Service & Support portfolio, making our mobile apps the preferred channel for customers to discover, transact, troubleshoot, and get support—anytime, anywhere.

As Product Owner, Mobile Apps – Self Service, you will own the strategy and execution of mobile self service journeys across Rogers brands. You will work in close partnership with Web Self Service & Support, Search, and AI teams to deliver cohesive, omnichannel self service experiences that drive customer satisfaction, digital adoption and business outcomes.

Location: We are open to hire nationally

What you'll do:

• Product Ownership & Strategy
  • Own end to end product strategy for mobile self service capabilities across iOS and Android platforms
  • Define and evolve the roadmap for mobile self service experiences, ensuring alignment with Web Self Service & Support, Search, and AI (Virtual Assistant) roadmaps
  • Champion a mobile first mindset while ensuring parity and consistency across digital self service channels
  • Balance customer needs, business priorities, and technical constraints to deliver value incrementally
• Delivery & Execution
  • Lead an Agile squad of designers, engineers, analysts, and delivery partners through ideation, design, development, launch, and continuous improvement
  • Translate business, customer, and frontline insights into clear product vision, epics, features, and user stories
  • Partner closely with Web, Search, and AI / VA product owners to design integrated self service flows and handoffs across channels
  • Plan and launch features, measure performance, and iterate to achieve portfolio KPIs including digital adoption, deflection, NPS, revenue, and cost efficiency
• Customer Experience, AI & Search Integration
  • Deliver seamless mobile self service journeys spanning account management, billing, troubleshooting, plan changes, and in app support
  • Integrate search and AI driven discovery within mobile apps to help customers quickly find answers, complete tasks, or transition to conversational support
  • Collaborate with AI / Virtual Assistant teams to embed conversational experiences within mobile self service journeys, leveraging intent, context, and customer history
  • Define and evolve mobile experience metrics and analytics frameworks in partnership with Web, Search, and AI teams to drive continuous improvement
• Cross Channel & Platform Integration
  • Ensure mobile self service experiences are tightly integrated with web self service, AI / Virtual Assistants, and assisted support channels
  • Evolve the mobile digital first servicing strategy with seamless cross-channel “click to call” type experiences.
  • Partner with platform, API, identity, billing, CRM, and care teams to enable scalable, secure, and reliable mobile self service capabilities
  • Identify, evaluate, and manage third party tools and integrations supporting mobile, search, and conversational self service experience
• Stakeholder Collaboration & Operations
  • Collaborate across Digital, Technology, Care, Marketing, Web, Search, and AI / Virtual Assistant teams to align strategies, priorities, and delivery sequencing
  • Provide oversight of day to day mobile operations including issue triage, incident resolution, release readiness, and post launch performance
  • Lead opportunity gathering and discovery sessions with frontline and customer facing teams using in person and virtual methodologies

What you need to succeed

• Strong experience owning and delivering customer facing mobile app products at scale
• Demonstrated ability to collaborate across web, search, and AI product teams to deliver integrated customer journeys
• Proven ability to improve KPIs and hit targets through data driven decision making
• Deep understanding of mobile UX patterns, accessibility standards, and platform specific best practices (iOS & Android)
• Familiarity working with search, information architecture, and AI powered discovery or conversational experiences
• Experience working in Agile and hybrid delivery models
• Obsession with delivering high quality, reliable, and performant products to market quickly
• Experience driving optimization, continuous improvement, and cost efficiency initiatives
• Strong problem solving skills using structured methodologies (e.g., 5 Whys, root cause analysis, Pareto analysis)
• Executive level communication skills with the ability to present trade offs, outcomes, and business rationale
• Results oriented leader who takes accountability for outcomes and leads by example

What you bring:

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field; MBA or advanced degree is an asset
• 3+ years of hands on product management or product ownership experience with customer facing mobile applications is required
• Proven track record managing all phases of a successful mobile product lifecycle (strategy, discovery, delivery, launch, and continuous improvement) in Agile and traditional delivery models
• Proven experience driving native mobile app capabilities and mobile specific functionality, such as geo location, push notifications, device permissions, biometrics, deep linking, offline experiences, and platform specific features across iOS and Android
• Deep understanding of mobile self service journeys, including account management, billing, troubleshooting, in app support, or related digital care capabilities
• Experience working with mobile analytics, experimentation, and A/B testing to improve customer outcomes, digital adoption, and deflection
• Familiarity with mobile platforms (iOS & Android), mobile UX best practices, accessibility standards, and performance considerations
• Experience collaborating with web self service, search, and AI / Virtual Assistant teams to deliver integrated, omnichannel customer experiences
• Strong experience using product management and delivery tools such as Jira, Confluence, and mobile analytics platforms
• Knowledge of backend systems that enable self service experiences (e.g., billing, CRM, identity, care platforms)
• Excellent communication, presentation, and organizational skills, with the ability to influence across product, technology, and business teams
• Strategic thinker with strong execution discipline and attention to detail

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.
• 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%
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Technology & Information Technology
Requisition ID: 332509

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

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