Principal Product Owner

Open Text Corporation • Mississauga, ON

3d • CA$110,960 - CA$160,960

About The Position

We are looking for a dynamic Agile Product Owner with a strong background in Customer Support and Service Management platforms to help shape the future of our service experience. This role offers an exciting opportunity to define product strategy, influence organizational priorities, and lead the delivery of high-impact initiatives within an Agile environment. Working closely with stakeholders, engineering teams, and business leaders, you will transform customer and operational needs into innovative solutions that drive efficiency, elevate service quality, and create lasting value. If you're passionate about customer experience, technology, and continuous improvement, we'd love to hear from you.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration or a related field.
• at least 10 years of experience using Agile principles to deliver Enterprise Applications within a Service Management ecosystem.
• At least 5 years in a Product Owner capacity
• Strong understanding of Agile delivery principles and their application within the frameworks such as Scaled Agile Framework (SAFe), SCRUM or KANBAN
• In-depth knowledge of Customer support processes (incident, request, problem, change, knowledge, escalations), ITSM / ESM concepts (SLAs, OLAs, queues, entitlements, assignment groups, workflows), Contact center operations (intake channels, case routing, tiered support), Customer experience (CX) mindset (friction reduction for both customers and agents, self service & deflection)
• Excellent verbal and written communication skills, with the ability to articulate complex concepts to diverse audiences.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proven ability to work collaboratively in a cross-functional team environment.

Nice To Haves

• Agile certifications (e.g., SAFe Product Owner/Product Manager, Certified Scrum Product Owner), are highly desirable.

Responsibilities

• Define and communicate a clear product roadmap and strategy for initiatives that align with business objectives.
• Prioritize and manage the product backlog, ensuring that Epics and User Stories are well-defined, estimated, and aligned with the overall product roadmap.
• Work closely with stakeholders, including business leaders, developers, and other product owners, to gather requirements, provide updates, and ensure alignment.
• Guide the adoption and ongoing adherence to Agile principles and practices to manage and deliver projects, ensuring timely and high-quality outcomes.
• Support release planning activities, including sprint planning, reviews, and retrospectives, to ensure successful delivery of tool features.
• Coach and guide team members in Agile ways of working as well as the tenets of Design based Thinking and Product Ownership

Benefits

• thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing
• compensation programs, including variable and commission compensation opportunities for eligible roles
• vacation entitlement
• paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Principal