Product Manager, CX

Waste Connections

3d

About The Position

Waste Connections is seeking a strategic, results-oriented Product Manager, CX AI to lead the development and deployment of AI-powered customer experience solutions across its operating footprint. The role is responsible for defining product strategy, driving adoption, and delivering measurable business value through customer-facing AI products and digital experiences.

The Product Manager owns product vision, roadmaps, backlogs, and success metrics for CX AI products, including virtual agents, self-service tools, and mobile applications. They translate business needs into product requirements and technical user stories, prioritize initiatives, and lead district onboarding and enterprise rollouts. The role works across technology, operations, customer service, and business teams, while monitoring product performance and adoption and establishing responsible AI standards. It also supports strategic technology vendor relationships and communicates progress, risks, dependencies, and outcomes to executives and stakeholders.

Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or a related field.
• At least 5 years of product management, digital product, customer experience, or technology leadership experience.
• Strong business acumen and ability to quantify and communicate product value.
• Experience prioritizing product backlogs and managing diverse stakeholder groups, including field operations, customer service teams, and executive sponsors.
• Strong analytical skills and ability to evaluate business and technical trade-offs.
• Working knowledge of enterprise data platforms, integrations, source systems, and data dependencies.
• Ability to drive change and influence stakeholders across a geographically dispersed organization.

Nice To Haves

• Experience leading CX, digital transformation, or AI initiatives in a distributed, multi-site organization.
• Proven track record scaling AI, GenAI, automation, or analytics-driven products from pilot through enterprise rollout.
• Experience in high-volume customer interaction environments such as utilities, telecommunications, logistics, subscription-based, or residential services businesses.

Responsibilities

• Own the vision, roadmap, backlog, and success metrics for CX AI products, including virtual agents, self-service tools, and mobile applications.
• Translate business requirements into clear product requirements and technical user stories.
• Prioritize roadmap initiatives based on business value, feasibility, customer impact, and cross-functional dependencies.
• Lead district onboarding and enterprise-wide product rollouts to support adoption and scalability.
• Partner with IT, platform architects, operations, customer service, and business leaders to align product delivery with company objectives.
• Monitor product performance, customer feedback, and adoption metrics to drive continuous improvement.
• Establish responsible AI standards, including guardrails, content moderation, compliance, and governance requirements for customer-facing AI solutions.
• Support relationships with strategic technology vendors and AI partners.
• Communicate roadmap progress, risks, dependencies, and business outcomes to executive leadership and key stakeholders.

What This Job Offers

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